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by Krishna Raj Raja, CEO and Founder, SupportLogic - January 1, 2022

Predictions 2022

By Krishna Raj Raja, CEO & founder – SupportLogic

1. 2022 will be the year of the (customer service) agent – In an age of short-staffed companies and a backlash against poor customer service, organizations will prioritize the role of the agent as part of the ongoing battle against “the great resignation.” Look for companies to enhance agent training and recruiting and adopt new AI-based technologies to help agents do their jobs better and faster, while also making their work “life” easier. (*a recent story in CustomerThink cited a study saying that agent turnover in contact centers is 58%, year-over-year).

2. Support Experience (SX) gets C-suite attention – While Customer Experience (CX) is a widely used term, B2B organizations will increase focus on Support Experience (SX) in 2022, finding that support interactions increasingly protect revenue streams (by retaining existing customers) and act as a revenue generator by creating cross-sell opportunities. As a result, SX will get the attention of C-suite executives and board members at many B2B companies.

3. AI transforms service agents into superheroes – The combination of service agent + AI will become the model for human + machine working effectively together, with AI enabling agents to do more, do it better, and do it faster. The result = issues get resolved faster, customers are happier, and companies become more profitable. (*according to a recent survey/study by HubSpot, brands will continue to invest more in automation and AI.)

4. Customer Experience (CX) tools get smarter, faster – These tools can be deployed quickly and leverage purpose-built AI/ML configurations and applications for B2B use cases. They will allow companies to turn their ticketing systems into a treasure trove of actionable insights. And this will enable a faster transition from reactive, legacy approaches to a more predictive and proactive approach, which will be critical in today's subscription/retention economy.