{"id":11794,"date":"2021-12-14T07:00:12","date_gmt":"2021-12-14T06:00:12","guid":{"rendered":"https:\/\/www.organisator.ch\/?p=9008"},"modified":"2021-12-14T07:00:12","modified_gmt":"2021-12-14T06:00:12","slug":"customer-experience-2022-analog-melds-with-digital","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/en\/marketing\/2021-12-14\/customer-experience-2022-analog-verschmilzt-mit-digital\/","title":{"rendered":"Customer Experience 2022: Analog merges with digital"},"content":{"rendered":"<figure id=\"attachment_9009\" aria-describedby=\"caption-attachment-9009\" style=\"width: 680px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2021\/12\/Customer-Experience-2022-Analog-verschmilzt-mit-Digital_Organisator.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-9009\" src=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2021\/12\/Customer-Experience-2022-Analog-verschmilzt-mit-Digital_Organisator.jpg\" alt=\"\" width=\"680\" height=\"486\" \/><\/a><figcaption id=\"caption-attachment-9009\" class=\"wp-caption-text\">According to Prof. Dr. Michael Grund of the HZW, customer experience will be recognized in all companies in 2022 as a key success factor with rapidly growing importance. (Image: HWZ)<\/figcaption><\/figure>\n<p>After years of stagnation and silo thinking, a new corporate culture needs to be created that allows digital channels to be optimized, innovation and product development to be strengthened, and customer analyses to be professionalized. This is the conclusion of the 5th CEX study of the HWZ Hochschule f\u00fcr Wirtschaft Z\u00fcrich, which is conducted annually in collaboration with the consulting firm nexa Consulting.<\/p>\n<h2>Customer experience as a key success factor<\/h2>\n<p>\"Customer experience is recognized by all companies as a key success factor with rapidly growing importance for 2022,\" says Prof. Dr. Michael Grund, Head of the Department of Marketing and Business Communications at the HWZ. More than 75 percent of the 229 participating companies from a wide range of industries in German- and French-speaking Switzerland, which were surveyed in an annual study between the beginning of July and the end of September, believe that the topic of customer experience has become even more important in their company compared to the previous year. However, according to the survey, three major challenges stand in the way of Customer Experience 2022: a lack of IT solutions, a lack of processes and competencies, and the only partial transformation of the company's conservatively perceived culture. \"This year, the importance of customer experience in companies is increasing. There are several factors that support this finding. First, companies have decided to allocate additional resources in the form of budgets to customer experience. Second, specialized CX teams are becoming more professional and some companies have even changed their organizational structure to create dedicated departments for Customer Experience Management,\" points out Anne-Laure Vaudan of nexa.<\/p>\n<h2><strong>Priorities for Customer Experience 2022<\/strong><\/h2>\n<p>After the uncertainties during the first waves of the Corona crisis, companies are now in a partially positive mood. More than three quarters of them plan to invest in the area of customer experience in 2022. This involves optimizing the following three focus areas:<\/p>\n<ol>\n<li><strong>Optimization of digital channels has first priority: <\/strong>A homogeneous customer experience should be offered across all channels (omnichannel approach). Most companies plan to stabilize or increase their budgets for customer experience in 2022.<\/li>\n<li><strong>Innovation and further development of products and services: <\/strong>Customer needs and wishes must be incorporated even more clearly, quickly and agilely into the development of new services and products.<\/li>\n<li><strong>Communication and training of employees: <\/strong>Developing and strengthening customer-centric processes. Strengthening video marketing and omnichannel experiences that work. Integration of Voice of Customer into the development of the company. Collected customer data must be interpreted in a target group-specific manner and quickly incorporated into the development of services and products (customer management\/after sales).<\/li>\n<\/ol>\n<p><em>Source: <a href=\"http:\/\/www.fh-hwz.ch\">HWZ<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>Nach Jahren der Stagnation und Silodenken m\u00fcsse eine neue Unternehmenskultur geschaffen werden, die es erlaubt, digitale Kan\u00e4le zu optimieren, Innovation und Entwicklung von Produkten zu st\u00e4rken und Kundenanalysen zu professionalisieren. Zu diesem Schluss kommt die 5. CEX-Studie der HWZ Hochschule f\u00fcr Wirtschaft Z\u00fcrich, die j\u00e4hrlich in Zusammenarbeit mit dem Beratungsunternehmen nexa Consulting durchgef\u00fchrt wird. Kundenerlebnis [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":11596,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Customer Experience 2022","_yoast_wpseo_metadesc":"Die zentrale Herausforderung f\u00fcr Customer Experience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.","articlekey":"","footnotes":""},"categories":[29],"tags":[139,339,459],"class_list":["post-11794","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-customer-experience","tag-marketing","tag-studie"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Experience 2022: Analog verschmilzt mit Digital - Organisator<\/title>\n<meta name=\"description\" content=\"Die zentrale Herausforderung f\u00fcr Customer Experience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.\" \/>\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.organisator.ch\/en\/marketing\/2021-12-14\/customer-experience-2022-analog-melds-with-digital\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience 2022: Analog verschmilzt mit Digital\" \/>\n<meta property=\"og:description\" content=\"Die zentrale Herausforderung f\u00fcr Customer Experience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.organisator.ch\/en\/marketing\/2021-12-14\/customer-experience-2022-analog-melds-with-digital\/\" \/>\n<meta property=\"og:site_name\" content=\"Organisator\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OrganisatorFachmagazin\" \/>\n<meta property=\"article:published_time\" content=\"2021-12-14T06:00:12+00:00\" \/>\n<meta name=\"author\" content=\"thomas.berner\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Customer #Experience 2022: #Analog verschmilzt mit #Digital\" \/>\n<meta name=\"twitter:description\" content=\"Die zentrale Herausforderung f\u00fcr #CustomerExperience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\"},\"author\":{\"name\":\"thomas.berner\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#\\\/schema\\\/person\\\/6f650f90b2842cd4c0cc334b4e36f67e\"},\"headline\":\"Customer Experience 2022: Analog verschmilzt mit Digital\",\"datePublished\":\"2021-12-14T06:00:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\"},\"wordCount\":439,\"publisher\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.organisator.ch\\\/wp-content\\\/uploads\\\/2021\\\/12\\\/Customer-Experience-2022-Analog-verschmilzt-mit-Digital_Organisator.jpg\",\"keywords\":[\"Customer Experience\",\"Marketing\",\"Studie\"],\"articleSection\":[\"MARKETING\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\",\"url\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\",\"name\":\"Customer Experience 2022: Analog verschmilzt mit Digital - 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