State of Customer Engagement Report 2022: What Does It Mean for Customer Experience Today?

In a survey of 3,450 B2C companies and 4,500 consumers from around the world, Twilio found that investing in digital customer engagement can lead to an average increase of 70% in top-line revenues. However, despite this growth, there are key areas where companies may be falling short, including digital fatigue, waning consumer trust with regards to data privacy, and a desire for improved personalization. To address these issues, companies must prioritize optimizing customer interactions, providing consumers with more power of choice, and leveraging first-party data to deliver tailored experiences that meet individual needs and expectations. Ultimately, embracing the adage "work smarter, not harder" and shifting strategies in response to changing consumer trends will be crucial for driving growth and differentiation in the marketplace.