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Katie Stabler: 2022 CX Trends

Discussing what’s currently going on in the CX sphere, giving good and bad examples of customer experience and looking into the trends for 2022.

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Executive Summary

Katie Stabler turned her deep passion for customer care into a profession: As a Certified Customer Experience Professional (CCXP), she founded her own consultancy “Cultivate” in 2020. In this episode, she discusses with Erik Pfannmöller the most important CX trends for 2022. They touch upon the CX differences between small businesses and large companies, between B2C and B2B as well as various industries, but in the end it all comes down to making CX a priority.

In This Episode, You’ll Learn

  • The top 4 CX trends for 2022
  • Why customer experience is more impactful in some industries than others, but not less important
  • How to keep a small business CX mentality while scaling
  • Why time is the new gold in our “Netflix world”
  • How to deliver a better CX for the mundane, transactional tasks
  • Why B2B customer service needs to be more proactive and personalized


This episode of The Art of Customer Service covers the following topics on 2022 CX trends:

1. 00:00:00 Introduction to the topic

2. 00:09:08 How CX could change after the pandemic

3. 00:12:28 How to create a better CX

4. 00:16:38 B2B & B2C CX

5. 00:20:15 Time is the new gold

6. 00:24:59 Standing out of the crowd

7. 00:33:29 Summary


Explore The Art of Customer Service

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Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

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Alex Farmer: How to Create a Frictionless Experience | #30

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