2022 Customer Expectations Report

The Year of CX Transformation

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.

It’s time to reimagine customer service to revolve around people — customers and agents alike.