2022 Customer Expectations Report

Ecommerce is in the midst of a golden age as the online shopping boom continues to provide retailers with big returns. But as the market expands, so does the competition.

To compete and grow, brands need to shift their focus from customer acquisition to customer retention — and customer service is where customer loyalty is lost or won.

2022 is the year of transformation. It’s time to reimagine customer service to revolve around people — customers and agents alike.

In the Gladly Customer Expectations 2022 Report, you’ll learn about:

• The support capabilities that lead to customer loyalty
• The tactics big brands use to focus on customer retention
• The role customer service plays in driving business growth