The 2022 State of Consumer Experience Report shows how expectations shifted post-pandemic, with happiness now tied closely to relationships and personalized interactions. While 70 percent of consumers define CX excellence as strong relationships or happiness, only 10 percent of brands effectively use their data. Omnichannel trust rose to 77 percent, yet just 9 percent of brands deliver it well. Consumers still prioritize human response over self-service by a 2:1 margin, with 76 percent preferring human interactions. Although 61 percent of consumers now remain happy throughout their CX journey, brands must do more to humanize experiences, expand personalization, and weave empathy into every interaction.

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