The Top CX Trends for 2022 and Beyond

Winning in today’s experience economy requires delivering empathy at scale to customers and employees. To accelerate this transformation, we’ve identified eight major trends in customer experience (CX) and employee experience that will drive businesses in 2022 and beyond.

In this report, leaders from Genesys, our ecosystem partners and industry analysts share how these eight trends — spanning platforms, data, personalization, metrics and talent — will reshape their strategic agendas and yours. We explore what these trends mean for your business, the benefits of getting ahead of them — and the risks of being left behind.

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