BUSINESS INSIGHTS

There ’ s no doubt that this year , servicing the world ’ s connectivity needs has been more critical than ever before . Network providers have faced many new challenges as we grew more and more reliant on connectivity for the way we live , work and socialise . Mark Smith , VP of Digital Engagement Solutions at CSG , tells Intelligent CXO about the opportunities for organisations to drive excellent customer experiences across their business and provides his CX predictions for 2022 .

Customer experience : growth and challenges of an increasingly digital world

There is no doubt that consumer habits have changed . Our world became increasingly digital and our reliance on connectivity sharply increased during the pandemic , where consumer experiences and expectations also evolved . Whether ordering food , watching a movie or checking into a hotel , consumers want an experience that anticipates their needs , considers their preferences and provides a level of convenience they cannot get elsewhere . Customer experience ( CX ) has become such a critical focus to businesses that research firm IDC suggests the spend in this area will reach an astonishing US $ 641 billion by 2022 already .

Competition for the attention and loyalty of customers has meant that companies increasingly shift their focus towards supplying new , unique experiences for them to enjoy . No matter the industry , companies need to adapt

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