As we head into a new year, it is vital that we take stock of the year before and the many challenges overcome, and the many opportunities that arose for innovations and strategies.
With our country facing more challenges than ever before – we have seen how resilient businesses in Canada are and how well they could adapt to a completely changed landscape.
Those who were able to embrace the many changes within their industry and tackle the new ways of working wholeheartedly with an openness for change found themselves succeeding in ways they never believed possible and opening up even more avenues for success in the future by positioning themselves with technologies and strategies in the present.
While the year ahead is filled with many unknowns, I see a few key trends businesses should focus on to continue their success.
Firstly, despite the countless changes we have already seen and the many more we are still likely to see – customer service will always remain at the top of the list.
By maintaining CX as a top priority for your business and listening to your customer’s changing expectations, you can ensure your business will remain at the top of mind with the people that matter most to you.
Beyond the general prioritization of CX, a couple of other vital aspects stick out to me that business should keep focused on in 2022, including:
1. The pandemic has changed the fundamental nature of markets – namely customer expectations and availability of talent – and understanding those needs and adapting to meet them will be essential for staying ahead of your competition in 2022.
2. As has been proven by the pandemic, Digital Transformation is now a necessity for businesses and can no longer be simply a CIO’s priority; it needs to be a CEO’s priority too.
3. Businesses need to continue to optimize the customer journey, and in 2022 that will result in them investing more heavily in self-serve and conversational experiences.
Here’s wishing you and your loved ones a prosperous and blessed 2022!
Chandrashekar LSP
Chandrashekar LSP (a.k.a LSP) is a senior evangelist committed to creating and spreading awareness of Zoho. He cut his teeth in the software domain with the WebNMS division of Zoho. LSP holds a master’s degree in information systems and applications.
