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 no going back – and there’s no slowing down.

Accelerated digital behaviours have raised customers’ experience expectations. Success will rely on creating the conditions for speed, experimentation, innovation, and personalization at scale.

This means reorientating operations completely around their customer relationships.

Read on to understand the trends that companies will need to navigate to successfully transform their business in 2022, from trust to managing escalating complexity and competition, training and development, to dealing with the realities of hybrid work environments – and more.