Council Post: Balancing AI And Humanity: Five CX Predictions For 2022

For most companies, 2021 was a transformational year. While customer service and support operations experienced a massive digital transformation, nothing quite replaced the need for one-to-one human conversations. Looking ahead to 2022, the customer experience (CX) world is poised for some exciting developments that balance humanity and artificial intelligence (AI), as innovation comes from some of the most unexpected places. Here are five of my CX predictions for 2022. Expect more consolidation around voice applications.