2022 Customer Experience Reflections from The Verde Group

Understanding the Customer Experience (CX) is the key to building a profitable and reputable company. The Verde Group’s bread and butter is pinpointing the friction in your business’ customer experience, AKA, we are in the business of protecting your revenue from risk.

Our CX experts weighed-in on 2022 and how recovering from COVID impacted the CX industry. Read our thoughts below and stay tuned for our 2023 predictions.

A Sense of Normalcy (2 years since COVID-19 changed everything):
Business relationships with customers and the experiences they are familiar with (good and bad), reminded customers what they like and dislike about doing business with brands.
Inflationary Pressures:
Put premiums on brands to deliver better experiences to compete – assuming they could overcome supply chain issues.
The Digital Age:
The pandemic forced many organizations to invest in digital, especially in the retail space. Once COVID restrictions eased, these companies were disappointed by the human craving for in-person interactions and transactions. Suddenly, online shopping wasn’t the only option as was evident when Shopify had to cut its workforce by 10% in Q4 of 2022.
Companies Continue to Prioritize CX:
With the CX industry expected to grow 15% annually from now to 2028, companies continue to see superior CX performance as a way to win market share.
Employee Experience Impacting CX as the Remote Workforce Is Here to Stay:
Getting staff back to the office has been difficult. Many employers had hoped they would see things eventually return to pre-COVID-19 times. That didn’t happen and many employers needed to re-think their structure and ultimately the impact it will have on the customer experience. A hybrid work model is now the norm and likely here to stay.
Legacy CX Metrics – Still here, but for how long?
Legacy CX metrics continue to be the choice when assessing customer experience success, but that might be changing. As time goes on, more organizations are calling into question the efficacy and diagnostic acuity of traditional CX metrics such as NPS and CSAT.As a follow-up to our 2022 customer experience reflections, check our our 2023 Customer Experience Predictions post.
The Verde Group is a customer experience consultancy, creating value by employing a proprietary research methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones.
Executive Vice President of The Verde Group
Dennis Armbruster