1、Sponsored by:CX TRENDS,CHALLENGES,&OPPORTUNITIESJUNE 2022CUSTOMER CONTACT WEEKDIGITAL2022 CCW MARKET STUDY|CX Trends,Challenges,&Opportunities2CUSTOMER CONTACT WEEKDIGITAL|CX TRENDS,CHALLENGES&OPPORTUNITIESBrands can continue talking about customer centricity.They can continue exploring new digital

2、options and workflow models.They can continue aspiring to compete on the customer experience.What ultimately matters,however,is whether these mindsets and strategies are leading to better,more frictionless,more personalized experiences across all channels.As far as todays consumers are concerned,bra

3、nds still have considerable work to do.Only a small portion of consumers believe experiences have gotten markedly better over the past year.Worse,they continue to experience many of the same pain points they have for the past decade.They also remain underwhelmed by the caliber of agents,the efficacy

4、 of digital channels,and the level of personalization they experience across the omnichannel journey.Where are brands going wrong?What opportunities do they have to turn customer centricity into a reality?Is there anything that is working?This Market Study,the product of CCW Digitals annual Consumer

5、 Preferences Survey,has the answers.2022 CCW MARKET STUDY|CX Trends,Challenges,&Opportunities3CUSTOMER CONTACT WEEKDIGITAL|TABLE OF CONTENTS2 CX Trends,Challenges&Opportunities4 Methodology&Demographics4 About the Author5 Key Findings6 Understanding the Urgency of Customer Centricity8 Scoring Todays

6、 Customer Experiences12 How Customers Feel About Omnichannel Engagement15 CX Trends That Matter18 Real Customer Centricity Starts On The Front Line22 Facilitating Experiences that Align with Customer Needs25 Increasing CX Personalization Amid Digital Transformation29 Does Customer Intent Guide Your