More human, ethical experiences, AI and mixed reality advancement and contact centre rethinks some of our predictions on customer experience in the New Year

However much technology we introduce into the way brands interact with customers, human connection remains an absolute must in delivering great experiences. And if this year’s CX predictions are any guide, Covid-19’s lasting impact is a greater need to humanise every engagement, digital, physical or otherwise.

As we usher in 2022, CMO asked the industry to share their top predictions around customer experience capability and culture, from the tech innovations driving its advancement, through to communication trends, measurement and the very human elements required in every CX approach.