Investment in CX technology is growing, and 2022 will see a continued focus on CX to build deeper, more meaningful connections with customers, creating positive sentiment and loyalty. Businesses will continue to mature along the listen-learn-act archetype, accelerating the need for feedback consolidation. They will consolidate CX data across the organization into one repository and will combine traditional CX data with more modern listening posts like social media. Businesses will marry CX insights with business outcomes through analysis of metrics, which requires that CX data be in one, central archive. Customer search experience will be made the Number one priority, as Google Business Profile pages will become the primary entry point into a brand's experience.
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