Report launched at the Customer Experience Live Show shows that data analytics, CRM, and AI are the top priorities for companies’ 2022 CX strategy.
The Customer Experience Live Show, held earlier this week, saw the launch of the CX Live Intelligence Report 2022, which indicates that 60% of companies in the region are looking to invest in CX solutions that will strengthen their data framework, and that around 66% of organizations plan to invest upwards in CX next year.
The CX research explains that 51% of companies are inclined to transform digitally through the implementation of AI, chatbots, analytics, and cloud capabilities. 49% cite data analytics and data security as central to CX, in order to further help analyze feedback responses and drive insightful decisions. It is worth noting that 57% of companies will be reevaluating customer journey mapping platforms in 2022 while 43% will be investing in intelligent chatbots to enhance omnichannel CX.
Speaking at the launch, Ayusha Tyagi, Managing Director at Customer Experience Live, said, “The experiences that a brand provides throughout the customer journey will either help build a lasting relationship with the customer or tarnish one. 60% of companies are investing in solutions to strengthen their data analytics framework and leveraging data insights in future product and service design. Customer experience weaves around operational excellence, service design excellence, and digital transformation. Companies must attain internal alignment on how data is collected and used across these functions to achieve overall success.”
Some of the leading organizations in the region that have invested in CX and digitization were recognized at the Customer Experience Live Awards, held on the first day of the event, including Medcare Hospital in the ‘Best Voice of Customer in the Healthcare’ category; Tanfeeth Emirates Islamic and Tanfeeth Emirates NBD in the ‘Best Customer Experience and Best Contact Center’ category.