2022 will be the year of further digitalization as customers are now used to online or phygital experiences! They have no interest in going back to how it used to be and Customer Experience still will be the differentiating factor when it comes to satisfaction, loyalty and sales. So let's analyze the 5 trends for 2022!
In recent months 78% of consumers have increased their online purchases to avoid exposing themselves to possible COVID-19 infections; in addition, 42% require having online attention and troubleshooting systems.
Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channels and that it’s important to be where your customers are - even for customer support.
If you are one of the banks that already adopted chat functionalities for your website, then that’s a good start. However, if you want to be able to cover the entire spectrum of channels where your online banking customers are, then read on!