Press Release
SAN FRANCISCO, Calif. – March 31, 2022 – UserTesting (NYSE: USER), a leader in video-based human insight, today released the 2022 CX Industry Report that reveals a strong global demand for actionable human insight across every industry and every size organization as customers’ needs and expectations continue to evolve and grow. Accessing customer perspectives to stay relevant and competitive is now a requirement for business success.
When surveyed about their top priorities for the year, executives overwhelmingly reported that addressing market changes related to the pandemic was a top priority for them, jumping to 65 percent, a 35 percent increase over last year. One strong indication for how executives plan to address this priority is looking to customer experience to stay competitive and grow.
Although the survey found that executives and employees are enthusiastic about making customer empathy a part of their regular business processes, a lack of time, resources and organizational support continue to be key obstacles. Teams can’t meet the demand for human insight if their organizations aren’t structured to operationalize the strategy, and that’s where executives come into play. Organizations are relying on executive leadership to help address that last mile of the CX maturity journey.
The 2022 CX Industry Report revealed three key trends influencing the future of customer experience and human insight:
“It is encouraging that more executives see the value of including customer feedback in the decision making process, yet it’s equally disconcerting that companies are challenged with being able to truly operationalize their customer experience strategies,” said Janelle Estes, chief insights officer at UserTesting. “When organizations fail to listen to their customers and are unable to put themselves in their customers’ shoes, they risk missing out on opportunities to grow their business and strengthen their product and experiences.”
To access the full UserTesting 2022 CX Industry Report, click here.
Methodology and survey results
In this ninth annual Customer Experience Industry Survey, we asked over 5,100 professionals from around the world across a wide variety of industries how their organizations are approaching customer experience and conducting CX research.
UserTesting, Inc.
Andy Dear
press@usertesting.com
UserTesting is fundamentally changing the way digital products and experiences are built and delivered by helping organizations get insights from customers–from concept to execution. Built on top of a world-class, on-demand sourcing