Customer ExperienceDigital Transformation

2022 State of Customer Experience Technology

Business and technology leaders at companies large and small, across multiple industries, have identified customer satisfaction as a top business priority. In the contact center, they’re significantly more focused on ensuring customer satisfaction than they are about achieving agent productivity. In order to achieve solid success metrics, they need a well-defined customer experience (CX) strategy backed by an innovative technology partner.

In Metrigy’s latest CX research studies, we have found some key technologies that are important to have on the priority list. They include:

• Digital channels and omnichannel integration

• Analytics, for both customers and employees

• AI-enabled applications to improve customer service

• Bring-Your-Own-Carrier strategy to maintain control over WAN circuits

• Workforce Optimization suites to help manage and optimize agent performance

In general, small companies with fewer than 400 employees are behind in technology adoption when compared to their larger counterparts with 400 or more employees. Given the fact that technology can level the playing field, it’s imperative for small companies to increase their CX technology investment so they can most effectively compete against larger ones.

Companies with 400 or more employees are adopting CX technologies at a healthy pace, however it’s important for them to avoid trying to “boil the ocean.” Because of the time and complexity involved with budget approvals, large companies are more apt to make large-volume technology buys—but they take too long to show success with those rollouts. So they need to focus on business problems and opportunities, and address one at a time using advanced technologies, such as AI and analytics.

This report will discuss details around the aforementioned technology trends, backed by data from Metrigy research studies.


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