Conduent 2022 State of Consumer Experience Report

Conduent 2022 State of Consumer Experience Report

Customer experience trends of 2022: Explore our insights

The pandemic marked a change in customer experience (CX) expectations and the way brands are trying to deliver exceptional CX.

customer experience research-participants

Our recent CX study, Channeling Happiness: The 2022 State of Consumer Experience Report, validates the gap that exists between how consumers define customer experience excellence and how brands are shifting service delivery approaches in response to consumer expectations.

Conduent conducted consumer and brand research studies from November 2021 to March 2022 – to learn how the events of 2020-2021 have impacted the state of CX, what remains exceptional across CX today and the gaps that have emerged between consumer expectations and brand performance.

Participation included 7,500 consumers spanning 10 markets and 120 brand organizations based in the U.S., 100 of which are considered global multinationals.

Driving action through strategic insights:
A brand perspective

Strategic insights lead to effective actions, which lead to an improved customer experience (CX) and better outcomes for agents and customers. The 2022 State of the Consumer Experience Report: A Brand Perspective, research sponsored by Conduent* surveying CX Leaders, showcases findings to enable brands to benchmark the current state of their own CX program, and use the information to develop (or evolve) their future plans.

brand-perspective - Conduent 2022 State of Consumer Experience Report