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Business leaders will have to shift their focus to create unrivalled customer experiences .
are turning consumers away and are simply not acceptable anymore .
In 2022 , companies will start to invest in more effective , intelligent and intuitive AI solutions that are aimed at hyper-personalization . Hyper-personalization allows companies to tailor bespoke , highly targeted experiences to individual customers .
An increasingly available and comprehensive set of data will allow companies to get to know their customers on a personal level , and through the combined use of data , analytics , AI and automation , they will be able to predict customer needs and want , creating targeted and seamless customer journeys .
The increased exploitation of customer data , however , brings with it hazards that must be dealt with head-on . Consumer sensitivities around their personal data and its use are at an all-time high .
With this in mind , we are certain to see data preference management and control take greater prominence in 2022 . Companies will need to build the trust of their customers to create the personalized experiences that they want .
Beyond good CX : The most critical currency for business survival
Research shows one in three consumers will be willing to ditch a brand after a single bad experience . At a time when customer retention has never been so important , getting your CX strategy right is essential . In telecommunications , technology has always been the means of differentiation in the battle for consumer dollars . Now that operators are on a par with their networks , services and devices , customer experience is the new battleground .
As CSPs make this shift in priorities , personalization is going to become the buzzword of 2022 . Personalization requires a deeper layer of customer data that includes behavioral patterns , psychographic and geographic data , among others .
It is integral that CSPs equip themselves properly with the technology and architecture to be able to use this data to deliver truly exceptional consumer experiences .
Any successful customer experience strategy must take this into account . An honest and open approach will be key and companies should look to give customers greater control over their data and preference over what data is shared and utilized to provide experiences .
However , this path is also riddled with obstacles , especially around the issues of privacy and security . Companies that can walk this path while winning the trust of their consumers by understanding sensitivities around data usage will surely be the big winners in the next 12 months and beyond . p
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