We have all heard the saying “Go big or go home”. As extreme a perspective as it endorses, perhaps it lends itself perfectly to the critical business trends that are predicted for 2022. This is a year to be bold or be left behind.
With heightened expectations for customer experience (CX), anywhere work strategies being tested, and a transformation to human-centered tech, a common thread is emerging: 2022 will be the year of many dramatic, future-ready business trends. Although disruption has been a constant since the beginning of the digital era, 2020 saw an explosion in its intensity and capacity. Heading into 2022, the world is still living with a global pandemic, and customer demands include seamless cross-channel experiences, convenience, comfort, and increased focus on Environmental, Social and Governance (ESG) values. It has never been more important for business leaders to have a deep understanding of the dynamics that will shape the world moving forward. Opportunities exist amid uncertainty and savvy organizations will position themselves to make bold decisions and forge a path to success.
Let’s take a broad look at 2022, and some of the expected trends that will define it:
Due to the impact of the COVID-19 pandemic, consumers have dramatically increased their tech usage, with the result that 80% of consumers will view the world as completely digital in the coming year. The digital experience has become an accepted – and expected – part of the customer journey, and businesses MUST be ready.
In 2022, accessibility will need to be a priority for CX leaders. Predictions reveal that spending will shift dramatically to vendors and services that commit to accessibility as an enhancement to the CX journey.
Additionally, although digital technology continues to drive future-ready business processes, a key action in 2022 will be to use emerging technology to unlock the creativity of employees, with the goal of driving innovation that focuses on whole outcomes and not just financial results. The takeaway here? There is untapped potential in human resources.
Another interesting trend prediction is that one in three work-from-anywhere models will fail at the outset, since many firms will still be deploying processes around the face-to-face model. Unless businesses are prepared to fully evaluate and measure the activities that drive the hybrid work version, the tendency will be to “throw the baby out with the bathwater”. This dynamic translates to a failure in leadership and will need to be studied carefully.
The common thread we are seeing throughout all of these advanced, consumer-based predictions is CX. Never has there been greater emphasis on elevating the customer experience. This is where an experienced BPO outsourcing company can become part of your corporate strategy to take customer service to the next level – which is exactly where it needs to be in 2022 and beyond. At award-winning Anexa, we place “customer experience” at the forefront of all our customer-centric services. Our teams are hired for soft skills and trained to represent your business exactly as you would: putting your customer first. A bold, future-ready business move can include partnering with Anexa, with the goal of entrusting your CX needs to CX specialists – leaving you in the driver’s seat, ready to face all the uncertainties of 2022.
Reach out today and see for yourself – Anexa.