3 min
The year 2021 is proof that the changes caused by the pandemic in the digitization of customer service are here to stay. From better understanding the user to driving digital innovation, the need for actionable data is at the center of the biggest digital trends of 2022.
What Are the Top 4 Digital Trends for 2022?
Trend 1: Brands Will Close the Experience Gap Through a Data-Driven Customer View
Customers are no longer willing to wait for the companies they buy from to catch up. As a result, we have seen organizations that took a digital first approach rise to the top in 2021. However, not all digital experiences are created equal – an approach that puts customer needs first is key to a long-term business success.
In 2022, consumers will expect brands to further close this “experience gap,” and data will be a linchpin. While most have been collecting data, now the focus will shift to accessibility and actionable insights to ensure meaningful and valuable customization. From an organizational perspective, this requires teams from all departments to share data to build a 360° view of customers.
Trend 2: Inspiration for the Digital Experience Can Come From Anywhere; the Key Is To Apply it to Your Own Brand
User expectations of digital experiences have changed dramatically: Gone are the days of consumers measuring and comparing a brand’s digital experience with its competitors within the same space. Today, the needs of customers are above all.
Focusing too much on the products sold, rather than the experience created, will leave brands vulnerable. Consumers have set their expectations for a digitally driven world.
Trend 3: Focus on Digitization
A McKinsey survey found that the proportion of digital or digitally enabled products in his portfolio increased his profits significantly. At the same time, the digitization of interactions with customers, the supply chain and internal operations has also accelerated.
The ability to keep up with this acceleration has been critical to a company’s ability to better serve its customers and gain a competitive advantage in the marketplace.
The same McKinsey report shows that of all the changes that have occurred, the most important are likely to stay, and users’ preference for remote interactions is one of them. In 2022, companies will need to ensure that they take full advantage of the digital technologies they have added to their ecosystem by enhancing the customer experience (CX) to get the most out of their investments.
Trend 4: Managed Services Will Drive Innovation
Brands must focus on efficient and safe operations today and constantly evolving to thrive tomorrow. They need to know the pulse of your business, your customers, and the market. IT teams are a critical part of this equation: technology is an integral part of creating new solutions or enhancing existing ones in a world where digital comes first. In 2022, the brands that come out ahead will be those that take advantage of managed services to go beyond simple bug fixes and provide data-driven insights on the performance and trends that will impact businesses in the future.
Managed services are a necessary part of the business where instant value comes from an improved user experience (UX), cost predictability, and security. But the iterative value comes from continuous evolution driven by data and analytics – the brands that take advantage of this will be the ones that thrive in 2022.
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