State of the Customer Journey 2022

  • Size: 6.20 MB
  • Format: PDF

In 2021, we tracked over 10 billion customer journey interactions—our most of any edition—across a plethora of channels and industries. The State of the Customer Journey 2022 report features insights based on this data, including how voice and text interactions increased nearly 200 percent year over year, how telecom and financial services used the most communication channels among the industries tracked, and more.

Inside you’ll learn:  

  • Which channels lead the way for customer engagement 
  • How different industries prioritize their customer engagement tools 
  • New ways to leverage your existing stack to optimize customer journeys 
  • Data-driven recommendations on how to mature your customer engagement programs