It doesn’t take much marketing experience to learn that customer experience is subject to constant change. The way in which customers perceive brands, and what their brand expectations are can change substantially from one year to the next. And if you are to tackle your customers with any degree of success, you need to be aware of ongoing trends. Let’s explore the most notable customer experience trends to look out for in 2022.

Notable customer experience trends in 2022

When it comes to both customer retention and customer acquisition, CX is tremendously important. Only by understanding and modifying the experience that your customers have while interacting with your brand can you hope to find new customers through moving leads software and keep the ones that you already have. But while it is important to keep track of trends in customer experience, you should refrain from following all of them.

Every brand has a different way of addressing CX. And once you find yours, your best bet is to simply enhance it through modern trends. If a new trend isn’t in line with your brand, you are essentially better off ignoring it. With that cleared up, let’s see which trends you should be aware of in 2022.

Paying attention to employee experience

In the modern era of freelance work, and home offices it is becoming more and more important to pay attention to employee experience. This, in a nutshell, is the experience that your employees have while working for you. Numerous studies have shown that there is a tight correlation between employee experience and customer experience. That means that the happier your employees are, the happier your customer will be.

This, of course, doesn’t mean that you should spoil or overindulge your employees. But, you should pay good attention to their overall well-being and help them be as productive and healthy as possible.

Smiling emplyoees.
Satisfied employees lead to satisfied customers.

Seeing that there is every indication that remote work will remain strong in 2022, this entails both in-office and remote work environment improvements. If you have an HR team, they should really work hard on ensuring that your employees are heard and that their requirements are meant. Especially if they have first-hand interaction with customers.


The second trend that is only going to become more and more dominant in 2022 is personalization. Namely, if you wish to tackle customer experience, or achieve any notable marketing results, you will have to adopt personalization. This means approaching every customer in as much of a personalized fashion as possible. To increase their personalization potential, companies rely on declared and inferred data. Both are necessary to create customer profiles and make business decisions accordingly.

Inferred data is becoming easier and easier to collect as more robust CRM systems with AI-assisted algorithms become more available. But, no matter how much data you are able to gather, declared data will still be necessary for properly personalization.

Data security

This increase in personalization brightens itself with a greater need for data security. Companies that tackle data acquisition with due care will have quite valuable assets for hackers to steal. Therefore, if you do plan on investing more in data processing for customer management, we strongly suggest that you also learn more about safety protocols.

A lock sitting on a laptop.
All customer experience trends come with added safety measures.

Modern software goes a long way in ensuring that your data is safe. But, it alone will not be enough. You also need to educate your staff on proper data management. And you need to ensure that you don’t make any safety breaches while handling your data. All things considered, monitoring and applying the newest safety measures is paramount, especially if you wish to utilize modern software.

Omnichannel dominance

Having all your customer data situated on a single channel sounds like a dream. With a click of a button, you can easily find all you need to know about both the customer, and what their online experience with your brand was like. And while MoversTech CRM is striving toward a more omnichannel system, we are still far off. Modern systems simply cannot support all that need be for a truly omnichannel function. Whether or not we will see a truly omnichannel system in 2022 is hard to say. But, it is something that you should keep an eye out for.

Unification of CX functions

Smiling emplyoees.
Modern CX will require a dedicated team.

It is becoming more and more difficult to cut a clear line between managing customer experience and tackling sales or marketing. And this vagueness between when one ends and the other begins is likely to become more and more visible as time goes by. In 2022 we are likely to see an increase in the unification of CX functions. In essence, you will likely have to have CX agents with full company-wide access. Only by having it will they be able to tackle customer experience with due care.

Final thoughts

Following customer experience trends without having a decent understanding of them will do you little good. This is why, if you don’t have much experience, we advise you to first focus on the basics. Get a basic CRM with email automation for movers and start handling customer requests. Before long you will realise what CX entails and how modern trends can be of help.

Furthermore, don’t shy away from doing further research. As we said in the beginning, the way in which customers experience brands is subject to constant change. This is why, if you want to tackle it properly, you need to get used to constant learning. Simply relying on what worked so far won’t do you much good in the long run. And even if you have a team dedicated to customer care, you’ll still be better of by learning what your customers experience when interacting with your brand.

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