According to a recent research from Verint, business leaders believe that staffing issues/shortages will be the biggest challenge to successfully delivering customer engagement and experience in 2022. The survey of 2,700 business leaders from around the globe revealed that 53% of them said it would affect their ability to deliver customer engagement and experience. Other challenges mentioned were supply chain issues, managing omnichannel interactions, and a preference for digital-first, self-service interactions.
More than three-quarters (76%) of business leaders believe customer engagement challenges will increase in 2022, and 71% say they're finding it challenging to find and retain talented workers. Quality and performance initiatives were identified as the customer experience areas where business leaders plan to implement and invest in the most this year.
The research was based on data from a survey of 2,700 business leaders from around the globe who work in a variety of industries. The findings of the report highlighted the importance of having the right talent and resources to ensure successful customer engagement and experience in 2022.
The Top Customer Engagement and Experience Challenges in 2022
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