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.

E-commerce is a business domain that has evolved at a rapid pace. The competition is high and the parameters that drive success are extremely tricky; the biggest challenge for sellers is to understand what really clicks. This form of selling is very different from brick-and-mortar business as everything really depends on customer experience rather than price and quality of goods. As customer expectations change rapidly, sellers need to keep pace so that they excel in delivering stellar experiences that bring conversions for the business. While AI is capable of enabling deeper connections with the shoppers, there are chances that it may be inaccurate in interpreting what the shopper really wants.