The 2022 State of Customer Engagement Report highlights significant changes in customer engagement since 2020, driven by the pandemic's acceleration of digital transformation. Product and engineering leaders face challenges in scaling up while maintaining adequate security, and must balance flexibility with bravery to move into uncharted territory. The report found that companies embracing digital customer engagement strategies saw an average revenue growth of 70%, but also reported emerging pain points such as digital fatigue, where consumers experience exhaustion from too many frustrating experiences. To create complete end-to-end experiences, leaders must prioritize personalization and adapt to the shift towards first-party data, which will become increasingly important due to the decline of third-party cookies.