{"id":52392,"date":"2022-06-16T10:35:19","date_gmt":"2022-06-16T17:35:19","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52392"},"modified":"2025-03-13T06:19:24","modified_gmt":"2025-03-13T13:19:24","slug":"customer-experience-technology-trends","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-experience-technology-trends\/","title":{"rendered":"Customer experience technology trends to keep an eye on in 2023"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Are you a small business and currently exploring customer experience technology? We recently conducted a study of both small and large companies that identified customer satisfaction as a top business priority across all industries.<\/span> <span style=\"font-weight: 400;\">Here\u2019s what Metrigy\u2019s <\/span><i><span style=\"font-weight: 400;\">2022 State of Customer Experience Technology<\/span><\/i><span style=\"font-weight: 400;\"> report revealed about customer satisfaction and its link to success for small businesses (SMBs) with less than 400 employees.<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40\u00a0 Stay in the loop on customer experience trends by accessing Metrigy\u2019s <\/span><b><i>2022 State of Customer Experience Technology<\/i><\/b> <b>report<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/report\/metrigy-cx-report.pdf\" data-id=\"69d49381a8a5d\" id=\"69d49381a8a5d\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d49381a8a5d.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udcd9 Get this free report to learn about the state of customer experience technology.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d49381a8a5d.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<hr \/>\n<h2><span style=\"font-weight: 400;\"><a id=\"one\"><\/a>Businesses are prioritizing the customer experience\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Let\u2019s get real. Small businesses and enterprises operate very differently, with different budgets, team sizes, and operational structures. But customer experience technology levels the playing field and becomes a common factor for businesses of all sizes. How so? Customer experience technology has a direct impact on <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-increase-customer-satisfaction\/\"><span style=\"font-weight: 400;\">customer satisfaction<\/span><\/a><span style=\"font-weight: 400;\">\u2014and<\/span><i><span style=\"font-weight: 400;\"> every <\/span><\/i><span style=\"font-weight: 400;\">business cares about customer satisfaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why, according to Metrigy\u2019s <\/span><i><span style=\"font-weight: 400;\">2022 State of Customer Experience Technology <\/span><\/i><span style=\"font-weight: 400;\">report, 29.2% of respondents identified customer satisfaction as their top business priority and three-quarters of companies placed customer satisfaction in their top three. Customer satisfaction even ranks above employee retention, revenue, security, and product\/service quality. <\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52393\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/06\/Screen-Shot-2022-06-13-at-3.43.11-PM.png\" alt=\"Metrigy\u2019s 2022 State of Customer Experience Technology report top three business priorities\" width=\"1204\" height=\"716\" \/><\/p>\n<p><span style=\"font-weight: 400;\">And here\u2019s a real eye-opener: Successful businesses are investing 92.2% more in customer experience technologies than non-successful companies.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s read that one more time: Successful businesses are investing<\/span><b> 92.2%<\/b><span style=\"font-weight: 400;\"> more in customer experience technologies than non-successful companies. You can no longer put off investing in customer experience technologies. There\u2019s a real lesson here!<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"two\"><\/a>Customer satisfaction vs. agent productivity<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">How do businesses compare <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/4-ways-to-improve-agent-productivity-in-a-cloud-contact-center\/\"><span style=\"font-weight: 400;\">agent productivity<\/span><\/a><span style=\"font-weight: 400;\"> and customer satisfaction? When asked which approach is most important, research participants overwhelmingly selected improving customer satisfaction over agent productivity (85.3%) rather than improving agent productivity over customer satisfaction (14.7%).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Small businesses are slightly more likely to favor customer satisfaction (85.7%) compared to their larger counterparts with 400 or more employees (84.9%). If you\u2019re a small business, this research further proves why it\u2019s critical to leverage customer experience technology to stay ahead of the curve and strengthen your reputation with customers. <\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_yellow\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1200\" height=\"675\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/454013814-SMB-Blog-Images-Customer.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Customer experience: the way to your customers&#8217; hearts<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1799841072\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1799841072\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 15.4317H133.321V12.0036H131.854C130.14 12.0036 128.893 12.6581 128.114 14.1243H127.988V12.0036H124.591V26.9753L128.187 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M122.295 23.6627V26.9657H119.833C116.371 26.9657 114.47 25.3615 114.47 21.8997V14.9729H112.008V12.0036H114.47V8.03009H118.088V12.002H122.295V14.9713H118.088V21.4794C118.088 22.851 118.898 23.6611 120.269 23.6611H122.295V23.6627Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M100.161 26.9657V18.3C100.161 16.1793 101.472 14.7917 103.589 14.7917C105.615 14.7917 106.831 15.9627 106.831 18.2535V26.9657H110.452V17.6776C110.452 13.9046 108.618 11.6299 104.872 11.6299C102.593 11.6299 100.851 12.6565 100.073 14.0586H99.9444V12.0036H96.5548V26.9753L100.161 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M86.8688 24.3814C84.5925 24.3814 83.0638 22.8542 83.0028 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\/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11.6302 16.6477V16.5017C13.8424 15.8905 15.339 14.4051 15.339 11.0684C15.339 7.64031 12.782 5.14423 8.04169 5.14423H0V26.9657H3.73931V18.3H8.29354C10.4143 18.3 11.4746 19.3604 11.4746 21.4811V26.9817H15.2139V21.4811C15.2139 18.3946 13.9033 17.1482 11.6302 16.6477ZM7.84117 14.9329H3.73931V8.51618H7.83956C9.86562 8.51618 11.4233 9.35998 11.4233 11.7277C11.4233 14.0955 9.85119 14.9329 7.84117 14.9329Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.7329 9.60219C20.2077 9.60219 20.6729 9.46262 21.0676 9.19794C21.4638 8.93485 21.7718 8.55948 21.9531 8.11994C22.1359 7.68039 22.1824 7.19754 22.091 6.73233C21.998 6.26552 21.7702 5.83721 21.4333 5.50194C21.0964 5.16506 20.6697 4.93727 20.2029 4.84423C19.7361 4.75119 19.2532 4.79931 18.8153 4.98219C18.3758 5.16506 18.002 5.47306 17.7373 5.86769C17.4742 6.26231 17.333 6.72752 17.3347 7.20235C17.3298 7.67879 17.4694 8.144 17.7325 8.54023C17.9956 8.93646 18.3726 9.24446 18.8137 9.42412C19.1041 9.54604 19.4169 9.6054 19.7329 9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience\/\" class=\"view-all view-all-brown\" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1799841072\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1799841072\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"three\"><\/a>Benefits of customer experience technology<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Whenever your business is deploying new applications, platforms, or services\u2014or when you switch providers\u2014it\u2019s important to measure before-and-after success.\u00a0<\/span><\/p>\n<p>According to Metrigy\u2019s research, businesses that added a <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> platform or changed to a different provider showed the following success:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">18% improvement in revenue<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">10.7% reduction in operational costs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">16.8% improvement in customer ratings<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">17.6% boost in agent productivity <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Implementing a contact center platform is one of the most effective ways you can quantify your customer satisfaction success. Not only do you give your customers an efficient and flexible way to contact your business, but you also get detailed analytics and feedback that can help you <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/improve-customer-experiences\/\"><span style=\"font-weight: 400;\">improve the customer experience<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The benefits don&#8217;t stop there. By switching to a cloud-based contact center platform, you&#8217;ll also save mone<\/span><span style=\"font-weight: 400;\">y because you won&#8217;t have to worry about managing an on-premises infrastructure. For example, a <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/9-benefits-of-moving-your-contact-center-to-the-cloud\/\"><span style=\"font-weight: 400;\">hybrid contact center as a service<\/span><\/a><span style=\"font-weight: 400;\"> costs $1,356 per agent per year. In contrast, an on-premises contact center costs $2,104 per agent per year.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_orange\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/Associate-Contact-Engr.jpg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">How one IT company provides stellar customer experience, every time<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-985363663\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-985363663\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 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9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/syngenius-customer-story\/\" class=\"view-all view-all-brown\" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-985363663\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-985363663\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"four\"><\/a>Omnichannel is key<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A digital-first strategy gives your customers a variety of ways to contact you via digital channels like email and live chat. This is key for small businesses. In fact, 26.4% of small businesses already have a digital-first strategy in place and 38.8% are either evaluating or planning on making digital-first a strategy for 2023 or beyond.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In <\/span><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\"><span style=\"font-weight: 400;\">our research<\/span><\/a><span style=\"font-weight: 400;\">, 63% of respondents ranked phone calls as either their first or second channel preference for customer support. It\u2019s clear that digital channels are gaining in popularity as well, with 39% preferring online chat or instant messaging, 33% preferring email, 17% preferring online FAQs, and 12% preferring videos on YouTube or Twitter.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52395\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/06\/Screen-Shot-2022-06-15-at-12.06.34-PM.png\" alt=\"RingCentral Customer Communications Review Report digital channel survey results\" width=\"636\" height=\"462\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The key to success with a digital-first strategy is to provide an <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-omnichannel-routing\/\"><span style=\"font-weight: 400;\">omnichannel experience<\/span><\/a><span style=\"font-weight: 400;\">. This means that customers should have the ability to contact your business on their preferred channel of choice, whether it\u2019s through phone calls, SMS, messaging, <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/video-call.html\">video calls<\/a>, social media, live chat, email, and more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel experiences are important for two reasons: first, because it&#8217;s what customers expect, and second, because it leads to better business results. In fact, businesses that provide an omnichannel experience see a <\/span><a href=\"https:\/\/www.mckinsey.com\/business-functions\/mckinsey-digital\/our-insights\/service-industries-can-fuel-growth-by-making-digital-customer-experiences-a-priority\"><span style=\"font-weight: 400;\">15 to 20%<\/span><\/a><span style=\"font-weight: 400;\"> increase in customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s an interesting fact: Omnichannel adoption rose in 2021 to 34%, and in 2022 adoption is projected to be 49%. Leaders must prioritize omnichannel adoption. Interestingly enough, small businesses are 25% less likely to use omnichannel, so it\u2019s even more crucial for them to prioritize adoption.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52394\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/06\/Screen-Shot-2022-06-13-at-4.20.52-PM.png\" alt=\"Metrigy\u2019s 2022 State of Customer Experience Technology report omnichannel adoption\" width=\"1274\" height=\"662\" \/><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"five\"><\/a>Analytics is front and center<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As digital-first strategies grow, it becomes increasingly difficult to measure customer satisfaction. This is where analytics comes in. Analytics can help you understand what&#8217;s working and what&#8217;s not by providing insights into agent productivity and customer behavior.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">32.5% use agent analytics to evaluate and improve performance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">29.5% use predictive analytics to anticipate customer needs or behaviors<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">30.4% correlate results from customer feedback surveys with employee performance<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Let\u2019s not forget: It&#8217;s not enough to just track the data\u2014you have to act on it. Only 26.2% of companies actually do this. Businesses must take advantage of analytics to not only measure their <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\"> strategy, but also assess in real time when to course correct.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Shockingly, only 37.2% of small businesses have adopted an analytics platform. This leaves a huge opportunity for small businesses to stay ahead of the curve with reporting and analytics to improve their customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Start pairing <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-analytics-measure-then-act\/\"><span style=\"font-weight: 400;\">advanced analytics with your contact center platform<\/span><\/a><span style=\"font-weight: 400;\"> to increase your revenue, improve customer service, and drive agent productivity. <\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/GettyImages-1129928839.jpg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Power your customer experience with RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1258829910\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1258829910\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 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href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/power-your-customer-experience-with-ringcentral\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1258829910\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1258829910\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"six\"><\/a>The future of customer experience technology<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As you evaluate your business strategy, consider investing more into <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\"> technology. The right <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\"> technology can be your differentiating factor in winning over customers.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As we move forward, we expect to see more small businesses embrace digital-first strategies, adopt cloud-based solutions, and use analytics to drive decision-making.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We also expect customer expectations to continue to rise. To meet these expectations, small businesses will need to invest in customer experience technology that can help them deliver the best possible customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let<\/span><a href=\"https:\/\/www.ringcentral.com\/\"><span style=\"font-weight: 400;\"> RingCentral<\/span><\/a><span style=\"font-weight: 400;\"> help you take your customer experience to the next level.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Are you a small business and currently exploring customer experience technology? We recently conducted a study of both small and large companies that identified customer satisfaction as a top business priority across all industries. Here\u2019s what Metrigy\u2019s 2022 State of Customer Experience Technology report revealed about customer satisfaction and its link to success for small &#8230;<\/p>\n","protected":false},"author":29,"featured_media":52396,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[743,43282],"class_list":["post-52392","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-experience","tag-customer-experience-technology"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer experience technology trends to keep an eye on in 2023 | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Customer satisfaction is a top priority for businesses. Learn highlights from Metrigy\u2019s 2022 State of Customer Experience Technology report.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience-technology-trends\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer experience technology trends to keep an eye on in 2023\" \/>\n<meta property=\"og:description\" content=\"Customer satisfaction is a top priority for businesses. 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