New Year, New Expectations: 3 Takeaways to Stay Ahead Related Articles Adopt These CX Resolutions for a Successful New Year One Year on, Is Work from Home Here to Stay? 2022: How Can Contact Centres Plan Ahead? Texting or Talking? 3 Takeaways from New Research © Monster Ztudio - Adobe Stock - 468282465 164 Filed under - Industry Insights, Five9 Nicole Friedrich at Five9 explains three key takeaways for the new year, as discussed in a recent Five9 webinar, 4 CX Trends for 2022. During the webinar they discussed the challenges customer experience leaders faced in 2021, how to overcome these challenges and what CX leaders should expect in the new year. Consumers and employee expectations are rapidly changing. If your business wants to continue to add value to the customer journey, solve customer problems, and drive future business outcomes – your company will have to reimagine their customer experience and consider top trends that will define 2022. Here are 3 key takeaways on how to help stay ahead of new expectations in the new year: 1. The Digital Experience Is Now the Norm A large percentage of customer experiences will continue to be digital in 2022. According to the retail edition of our global Five9 Customer Service Index, nearly half (43%) of surveyed consumers are now doing the majority of their shopping online year-round (up from 22% pre-pandemic). Narrowing down in the European market, the UK and German consumers were less likely to go to a mall or store while shopping during the 2021 holiday season. 2. It’s Not Work From Home, It’s Work From Anywhere Contact centres need to ensure that agents are provided the flexibility they need to be happy and productive. For example, agents should be empowered with the choice to work either from home, the office or in a hybrid model. According to Microsoft, 46% of working professionals are planning to move because they now can work remotely. 3. Digital Workforce Is the Future of CX Over 50% of webinar respondents stated that a lack of vision and fear prevented their adoption of AI in their CX. However, AI is no longer a far-off concept. Businesses have already begun to adopt intelligent virtual agents (IVAs) to augment self-service channels and automate mundane tasks so that agents can focus on high-value customer interactions. Since our 2020 acquisition of Inference Solutions, one in five new customers are now evaluating IVAs to streamline business operations and reimagine their CX. This blog post has been re-published by kind permission of Five9 – View the Original Article For more information about Five9 - visit the Five9 Website About Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. Read other posts by Five9 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Five9 Published On: 13th Dec 2021 - Last modified: 14th Dec 2021 Read more about - Industry Insights, Five9 Recommended Articles Adopt These CX Resolutions for a Successful New Year One Year on, Is Work from Home Here to Stay? 2022: How Can Contact Centres Plan Ahead? Texting or Talking? 3 Takeaways from New Research Related Reports Webinar Replay: 5 Clever Ways to Improve Your Service Levels eBook: Customer Success Stories 2024 A Buyers Guide to Selecting a CCaaS and CX Provider eBook: How to Blend People and Technology in a Budget Friendly Way Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter