Editor’s note: Radi Hindawi is principal, strategic services, and Jim Katzman is principal, CX strategy and enablement, at market research firm InMoment. Hindawi is based in Canada and Katzman is based in Virginia.
In the past few years, businesses have had to pivot more times than we can count – especially when it comes to the experiences they provide customers, employees and the greater market. We have all had to adapt our strategies in real time to meet the needs of the moment, and it’s safe to say it’s been challenging.
But as we move forward, experience-focused businesses are faced with a new challenge: there is no “back to normal.” The circumstances of the past few years have forever changed us as individuals – and our expectations as consumers.
To be successful in 2022, businesses need to break from the status quo and make the choice to innovate by listening to their customers, non-buyers, employees and other experience stakeholders to determine their strategy going forward.
That’s where the 2022 Experience Trends Report comes in.
In this two-part article we will explore four trends from our Trends Reports, which include data collected from both consumers and employees of brands within North America across 11 different industries. *
We collected data surrounding three core topics:
Before we dive into the trends, we want to give a quick summary of what we know about each generation and how they behave as both customers and employees (Figure 1). We noticed that these generational attributes came into play across each trend.
Everyone is tired of talking about the novel Coronavirus. But if we didn’t mention it, we’d be remiss, especially since mask mandates and other safety measures are still common. And we wanted to know how experienced stakeholders feel about the possible loosening of these protocols.
We found that one in two consumers and employe...