[[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article","articleBody":"What digital experience management trends are shaping the future of CX? 2022 is just weeks away, and businesses are already hard at work developing plans and strategies for the year ahead. Customer experience remains the #1 brand differentiator and a top priority for companies. And after COVID greatly accelerated the digitization of CX, digital experience management is top of mind for businesses across every industry.\nIn fact, 80% of consumers will see the world as \u201call digital,\u201d no longer distinguishing between online and offline experiences. Because of that, their expectations of their digital experiences are much higher.\n\u201cAlthough they\u2019re generally willing to forgive companies struggling with pandemic-related disruptions, consumers also expect companies to double down on building a successful and sustainable digital customer experience,\u201d Forrester researchers said in their North America 2022 Predictions Guide.\nIf you want to secure a competitive edge in the coming year, here are five digital experience management trends you don\u2019t want to miss.\n \nHow to develop a customer experience strategy 101\n Companies that focus on developing strategies for the customer experience reduce churn and increase revenues \u2013 leading to higher profits. \n5 digital experience management trends for 2022\nFrom flexible work and sustainability to supply chain disruptions, learn how to design for key trends in your digital experience:\nFlexibility\nPositivity\nPurpose\nPrivacy\nAdded value\nDesign for flexibility\nIn 2020 and 2021, COVID-19 changed how we work. Now, some businesses are starting to return to pre-pandemic norms, or offer flexible, or hybrid work options. That means your customers may be working full-time in-person, full-time remote, or anywhere in between. You need to be able to meet them on their terms.\nAnd when your company is ready to resume pre-pandemic \u201cbusiness as usual,\u201d think twice before doing away with any flexible, digital services you launched in the wake of COVID. Your consumers expect any experience enhancements to stay.\nThat means maintaining flexible, omnichannel, choose-your-own-adventure-style experiences. For retailers, services like curbside pickup and the ability to transition seamlessly between e-commerce and in-store will remain crucial. And remote services (such as telehealth, and video consultations) will set service-based companies apart.\n \nRemote employee wellness in a WFH world: Top tips\n Employee well-being is good for employees and for business. Discover the top tips to support remote employee wellness in a WFH-friendly world. \nDesign for positivity\nPeople are reporting feelings of languishing, burnout, and mental fatigue in huge numbers. Ongoing uncertainty and nonstop digital stimulation (that our brains weren\u2019t wired for) are having a real, measurable impact on our daily lives and mental health.\nConsumers are going out of their way to find small bursts of joy to help recharge their emotional batteries. Companies that provide experiences that offer even a temporary reprieve from negative feelings will be heartily rewarded.\nThat could mean providing regular doses of positive content in newsletters or social feeds. But it could also mean taking something off your customers\u2019 plates. Easy-to-manage subscription services and proactive recommendations or reminders can go a long way when it comes to making customers feel seen.\n \nDiscover customer pain points \u2013 then fix them: CX will soar\n Once a business uncovers customer pain points, immediate action must be taken to improve CX, thereby building loyal customer relationships. \nDesign for purpose\n2021 already saw a push for companies to take a stand on global, social issues. Those expectations are only intensifying in 2022. From who they buy from to who they work for, millennials and gen Z want to engage with companies that align with their values.\nWhether it\u2019s sustainable business practices or how you treat your employees, these younger generations will quickly take their money elsewhere if they don\u2019t agree with how you run things.\nBrands will want to clearly demonstrate their commitment to ESG (environmental, social, and governance) efforts. And when it comes to digital experience management, that means designing experiences that reflect and communicate those values.\n \nCorporate social responsibility and sustainability: How to save the earth\n Today corporate social responsibility must include sustainability. Discover examples, definitions, and how to attain sustainable commerce. \nDesign for privacy\nNinety-one percent of consumers say they\u2019re more likely to shop with brands that \u201crecognize, remember, and provide them with relevant offers and recommendations.\u201d 1:1 personalization is still the capstone of great CX. But the spotlight on data privacy has companies rethinking how to achieve it.\nWith tighter restrictions on how data is collected, brands not only need to find new ways to learn about their customers. They also need to deliver digital experiences that instill a sense of trust and security.\nIn 2022, expect more and more companies to find innovative ways to engage customers so that they\u2019ll happily share their first-party data.\nBut remember: every interaction is a way to build \u2013 or break \u2013 customer trust. CX leaders need to deliver outstanding, personalized digital experiences while ensuring privacy and consent is accounted for at every touchpoint.\n \nFirst-party data collection: Examples, benefits, and best practices\n With cookies going away, marketing today is all about first-party data. Explore best practices and use cases for first-party data collection. \nDesign for added value\nSupply chain issues plagued businesses in 2021. Thankfully, customers have mostly adapted, and come to expect and plan for delays.\nSince speed and convenience can no longer be guaranteed, companies need to look elsewhere to differentiate themselves. They need to provide value that goes beyond product.\nThis means 2022 will see an increased focus on excellent customer service, as well as other value-adding digital experiences. Brands should look for new avenues to connect with customers, such as sending educational content post-purchase, or proactive maintenance reminders.\nAnd when delays happen, make it easy for customers to navigate the issue and set clear, realistic expectations that don\u2019t leave them hanging.\nDesigning for digital in 2022\nCreating experiences that wow customers requires planning. You always want to be one step ahead, anticipating their needs so you can surprise and delight them. Are you ready?\nDeliver the best experiences \ud83d\ude0e Increase customer loyalty\ud83d\udc95 Boost the bottom line\ud83d\udcb0 Start HERE","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2017\/08\/Emily_Kelly-150x150.jpg"},"name":"Emily Morrow","sameAs":["https:\/\/twitter.com\/emkmorrow","https:\/\/www.linkedin.com\/in\/emilykmorrow\/"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/"},"dateModified":"2021-12-06T17:48:35+00:00","datePublished":"2021-11-16T06:14:53+00:00","description":"Looking to secure a competitive edge in the coming year? Here are five digital experience management trends you won\u2019t want to ignore.","headline":"Digital experience management trends transforming CX in 2022","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/digital-experience-management-trends-ftr-1200x630.png","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/","name":"Digital experience management trends transforming CX in 2022","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article"},{"@type":["Article"],"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article","@context":{"@vocab":"http:\/\/schema.org\/","kg":"http:\/\/g.co\/kg"},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/","publisher":[{"@id":"https:\/\/www.the-future-of-commerce.com\/"}],"author":[{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_author_Person","image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_author_Person_image_ImageObject","url":"https:\/\/cdn-bijap.nitrocdn.com\/AuMaQmessFRMSicXmZsEecJFLEquAyoT\/assets\/static\/optimized\/rev-b3d386d\/wp-content\/uploads\/2017\/08\/Emily_Kelly-150x150.jpg"}],"sameAs":["https:\/\/twitter.com\/emkmorrow","https:\/\/www.linkedin.com\/in\/emilykmorrow\/\nhttps:\/\/twitter.com\/emkmorrow"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/\nhttps:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/","name":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/\nhttps:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/"}],"subjectOf":[{"@type":"FAQPage","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_subjectOf_FAQPage","mainEntity":[{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#subjectOf_FAQPage_mainEntity0","name":"5 digital experience management trends for 2022","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#subjectOf_FAQPage_mainEntity0_acceptedAnswer_Answer","text":"
  • Flexibility<\/strong><\/li>
  • Positivity<\/strong><\/li>
  • Purpose<\/strong><\/li>
  • Privacy<\/strong><\/li>
  • Added value<\/strong><\/li> In 2020 and 2021, COVID-19 changed how we work<\/a>. Now, some businesses are starting to return to pre-pandemic norms, or offer flexible, or hybrid work options. That means your customers may be working full-time in-person, full-time remote, or anywhere in between. You need to be able to meet them on their terms.And when your company is ready to resume pre-pandemic \u201cbusiness as usual,\u201d think twice before doing away with any flexible, digital services you launched in the wake of COVID. Your consumers expect any experience enhancements to stay.<\/span><\/span>That means maintaining flexible, omnichannel, choose-your-own-adventure-style experiences. For retailers, services like curbside pickup and the ability to transition seamlessly between e-commerce and in-store will remain crucial. And remote services (such as telehealth, and video consultations) will set service-based companies apart.People are reporting feelings of languishing<\/a>, burnout, and mental fatigue<\/a> in huge numbers. Ongoing uncertainty and nonstop digital stimulation (that our brains weren\u2019t wired for) are having a real, measurable impact on our daily lives and mental health.Consumers are going out of their way to find small bursts of joy to help recharge their emotional batteries. Companies that provide experiences that offer even a temporary reprieve from negative feelings will be heartily rewarded.<\/span><\/span>That could mean providing regular doses of positive content in newsletters or social feeds. But it could also mean taking something off your customers\u2019 plates. Easy-to-manage subscription services and proactive recommendations or reminders can go a long way when it comes to making customers feel seen.2021 already saw a push for companies to take a stand on global, social issues. Those expectations are only intensifying in 2022. From who they buy from to who they work for, millennials and gen Z<\/a> want to engage with companies that align with their values.Whether it\u2019s sustainable business practices or how you treat your employees<\/a>, these younger generations will quickly take their money elsewhere if they don\u2019t agree with how you run things.<\/span><\/span>Brands will want to clearly demonstrate their commitment to ESG<\/a> (environmental, social, and governance) efforts. And when it comes to digital experience management, that means designing experiences that reflect and communicate those values.Ninety-one percent of consumers say they\u2019re more likely to shop with brands that \u201crecognize, remember, and provide them with relevant offers and recommendations.<\/a>\u201d 1:1 personalization is still the capstone of great CX. But the spotlight on data privacy has companies rethinking how to achieve it.With tighter restrictions on how data is collected<\/a>, brands not only need to find new ways to learn about their customers. They also need to deliver digital experiences that instill a sense of trust and security.<\/span><\/span>In 2022, expect more and more companies to find innovative ways to engage customers so that they\u2019ll happily share their first-party data.But remember: every interaction is a way to build \u2013 or break \u2013 customer trust. CX leaders need to deliver outstanding, personalized digital experiences while ensuring privacy and consent is accounted for at every touchpoint.Supply chain issues plagued businesses in 2021. Thankfully, customers have mostly adapted, and come to expect and plan for delays.Since speed and convenience can no longer be guaranteed, companies need to look elsewhere to differentiate themselves. They need to provide value that goes beyond product.<\/span><\/span>This means 2022 will see an increased focus on excellent customer service<\/a>, as well as other value-adding digital experiences. Brands should look for new avenues to connect with customers, such as sending educational content post-purchase, or proactive maintenance reminders.And when delays happen, make it easy for customers to navigate the issue and set clear, realistic expectations that don\u2019t leave them hanging."}]},{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#subjectOf_FAQPage_mainEntity1","name":"Designing for digital in 2022","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#subjectOf_FAQPage_mainEntity1_acceptedAnswer_Answer","text":"Creating experiences that wow customers requires planning. You always want to be one step ahead, anticipating their needs so you can surprise and delight them. Are you ready?"}]}]}],"image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/#Article_image_ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/digital-experience-management-trends-ftr-1200x630.png","width":"1200","height":"630"}],"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/16\/digital-experience-management-trends\/","articleBody":" What digital experience management trends are shaping the future of CX? 2022 is just weeks away, and businesses are already hard at work developing plans and strategies for the year ahead. Customer experience remains the #1 brand differentiator and a top priority for companies. And after COVID greatly accelerated the digitization of CX, digital experience management is top of mind for businesses across every industry. In fact, 80% of consumers will see the world as \u201call digital,\u201d no longer distinguishing between online and offline experiences. Because of that, their expectations of their digital experiences are much higher. \u201cAlthough they\u2019re generally willing to forgive companies struggling with pandemic-related disruptions, consumers also expect companies to double down on building a successful and sustainable digital customer experience,\u201d Forrester researchers said in their North America 2022 Predictions Guide. If you want to secure a competitive edge in the coming year, here are five digital experience management trends you don\u2019t want to miss. How to develop a customer experience strategy 101 Companies that focus on developing strategies for the customer experience reduce churn and increase revenues \u2013 leading to higher profits. 5 digital experience management trends for 2022 From flexible work and sustainability to supply chain disruptions, learn how to design for key trends in your digital experience: Flexibility Positivity Purpose Privacy Added value Design for flexibility In 2020 and 2021, COVID-19 changed how we work. Now, some businesses are starting to return to pre-pandemic norms, or offer flexible, or hybrid work options. That means your customers may be working full-time in-person, full-time remote, or anywhere in between. You need to be able to meet them on their terms. And when your company is ready to resume pre-pandemic \u201cbusiness as usual,\u201d think twice before doing away with any flexible, digital services you launched in the wake of COVID. Your consumers expect any experience enhancements to stay. That means maintaining flexible, omnichannel, choose-your-own-adventure-style experiences. For retailers, services like curbside pickup and the ability to transition seamlessly between e-commerce and in-store will remain crucial. And remote services (such as telehealth, and video consultations) will set service-based companies apart. Remote employee wellness in a WFH world: Top tips Employee well-being is good for employees and for business. Discover the top tips to support remote employee wellness in a WFH-friendly world. Design for positivity People are reporting feelings of languishing, burnout, and mental fatigue in huge numbers. Ongoing uncertainty and nonstop digital stimulation (that our brains weren\u2019t wired for) are having a real, measurable impact on our daily lives and mental health. Consumers are going out of their way to find small bursts of joy to help recharge their emotional batteries. Companies that provide experiences that offer even a temporary reprieve from negative feelings will be heartily rewarded. That could mean providing regular doses of positive content in newsletters or social feeds. But it could also mean taking something off your customers\u2019 plates. Easy-to-manage subscription services and proactive recommendations or reminders can go a long way when it comes to making customers feel seen. Discover customer pain points \u2013 then fix them: CX will soar Once a business uncovers customer pain points, immediate action must be taken to improve CX, thereby building loyal customer relationships. Design for purpose 2021 already saw a push for companies to take a stand on global, social issues. Those expectations are only intensifying in 2022. From who they buy from to who they work for, millennials and gen Z want to engage with companies that align with their values. Whether it\u2019s sustainable business practices or how you treat your employees, these younger generations will quickly take their money elsewhere if they don\u2019t agree with how you run things. Brands will want to clearly demonstrate their commitment to ESG (environmental, social, and governance) efforts. And when it comes to digital experience management, that means designing experiences that reflect and communicate those values. Corporate social responsibility and sustainability: How to save the earth Today corporate social responsibility must include sustainability. Discover examples, definitions, and how to attain sustainable commerce. Design for privacy Ninety-one percent of consumers say they\u2019re more likely to shop with brands that \u201crecognize, remember, and provide them with relevant offers and recommendations.\u201d 1:1 personalization is still the capstone of great CX. But the spotlight on data privacy has companies rethinking how to achieve it. With tighter restrictions on how data is collected, brands not only need to find new ways to learn about their customers. They also need to deliver digital experiences that instill a sense of trust and security. In 2022, expect more and more companies to find innovative ways to engage customers so that they\u2019ll happily share their first-party data. But remember: every interaction is a way to build \u2013 or break \u2013 customer trust. CX leaders need to deliver outstanding, personalized digital experiences while ensuring privacy and consent is accounted for at every touchpoint. First-party data collection: Examples, benefits, and best practices With cookies going away, marketing today is all about first-party data. Explore best practices and use cases for first-party data collection. Design for added value Supply chain issues plagued businesses in 2021. Thankfully, customers have mostly adapted, and come to expect and plan for delays. Since speed and convenience can no longer be guaranteed, companies need to look elsewhere to differentiate themselves. They need to provide value that goes beyond product. This means 2022 will see an increased focus on excellent customer service, as well as other value-adding digital experiences. Brands should look for new avenues to connect with customers, such as sending educational content post-purchase, or proactive maintenance reminders. And when delays happen, make it easy for customers to navigate the issue and set clear, realistic expectations that don\u2019t leave them hanging. Designing for digital in 2022 Creating experiences that wow customers requires planning. You always want to be one step ahead, anticipating their needs so you can surprise and delight them. Are you ready? Modern CRM, meet revenue: \u2013 Seize opportunity \u2013 Engage quickly \u2013 Scale anywhere \u2013 Boost your bottom line Start HERE ","name":"Digital experience management trends transforming CX in 2022","dateModified":"2021-12-06T17:48:35+00:00","datePublished":"2021-11-16T06:14:53+00:00","headline":"Digital experience management trends transforming CX in 2022","description":"Looking to secure a competitive edge in the coming year? 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