2022 Digital Trends Experience Index

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The events of 2020/21 transformed relationships between customers and companies, employees and employers. It forced a reckoning – new needs, new behaviours, and new expectations. There’s not going back – and there’s no slowing down.

Our new era is shaped by customers who view their world through a digital lens years ahead of when they otherwise would have. Accelerated digital behaviours have raised customers’ experience expectations from brands across the board. Customers don’t just judge their digital experiences against other providers in the same industry. They rate their experiences against their last, best interaction. Today’s experience bar is set by the world’s leading digital platforms. The standards – and the stakes have never been higher.

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