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Balancing AI And Humanity: Five CX Predictions For 2022

  • 7 days ago

For most companies, 2021 was a transformational year. Coming out of lockdowns (at least partially) and the uncertainty of 2020, many of us reconnected with our peers, colleagues and customers in person this year. While customer service and support operations experienced a massive digital transformation, nothing quite replaced the need for one-to-one human conversations.

Looking ahead to 2022, the customer experience (CX) world is poised for some exciting developments that balance humanity and artificial intelligence (AI), as innovation comes from some of the most unexpected places. Here are five of my CX predictions for 2022.

Expect more consolidation around voice applications.

The pandemic-driven growth of certain industries caused a flurry of M&A activity around voice applications in 2021, and there are no signs of slowing down. The experience management industry will take a cue from the contact-center-as-a-service (CCaaS) market and add voice to its repertoire through acquisitions.

As one example, the virtual meeting industry enjoyed astounding growth in 2020, which started to trail off in 2021. To fuel continued growth and appease shareholders, these companies will attempt to acquire into the CCaaS market, opening up a new communications channel for fully-integrated virtual meetings. Paired with voice-optimized AI technologies, these platforms will become powerful tools for CX teams to connect with customers on a deeper level and evaluate agents' performance.

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