Business Wire

Ninth Annual UserTesting CX Survey Reveals a Surge in Demand for Human Insight to Drive Customer Empathy and Understanding

Share

UserTesting (NYSE: USER), a leader in video-based human insight, today released the 2022 CX Industry Report that reveals a strong global demand for actionable human insight across every industry and every size organization as customers’ needs and expectations continue to evolve and grow. Accessing customer perspectives to stay relevant and competitive is now a requirement for business success.

When surveyed about their top priorities for the year, executives overwhelmingly reported that addressing market changes related to the pandemic was a top priority for them, jumping to 65 percent, a 35 percent increase over last year. One strong indication for how executives plan to address this priority is looking to customer experience to stay competitive and grow.

Although the survey found that executives and employees are enthusiastic about making customer empathy a part of their regular business processes, a lack of time, resources and organizational support continue to be key obstacles. Teams can’t meet the demand for human insight if their organizations aren’t structured to operationalize the strategy, and that’s where executives come into play. Organizations are relying on executive leadership to help address that last mile of the CX maturity journey.

The 2022 CX Industry Report revealed three key trends influencing the future of customer experience and human insight:

  • Human insight is in high demand
    A better understanding of the customer has never been more important. Human insight plays a pivotal role in not only creating better customer experiences but helping organizations develop better products and services. The value of human insight is clear as the research revealed that having a dedicated team for UX and CX research increased by 39 percent since 2020. Despite this growth, UX and CX researchers reported that they don’t have the capacity to take on more work. Less than half (44 percent) say that they can keep up with the requests they get for research projects, which aligns with what other teams report as well. A lack of time, resources, and feedback platform were the key roadblocks for these teams when it comes to gaining human insight.
  • Improving CX maturity hasn’t translated into execution (yet)
    Meeting the demand for human insight has been challenging but despite this, many organizations reported that they have been improving their CX maturity. Since first being asked in 2020 how mature their organizations were when it came to providing great CX, teams have consistently reported improvements year over year, with a 50 percent improvement between 2020 and 2022. However, the improvements in maturity don’t lead to fully executed CX strategies. Less than 50 percent of all marketers, designers, and product teams reported that they’re regularly getting feedback on key experiences they create.
  • CX is both a solution and a challenge for many executives
    Executives recognize the value of human insight to create great customer experiences—seventy-eight percent of executives noted that CX is a top area of investment for them. However, expectations and reality are not yet aligned. It was found that 80 percent of executives say they have a strategy in place to improve customer experience, yet only 19 percent of respondents would describe their organization as “Visionary” when it comes to CX maturity. Although executives may think they have a strategy and investment plan in place to help them compete based on CX, their teams are reporting otherwise.

“It is encouraging that more executives see the value of including customer feedback in the decision making process, yet it’s equally disconcerting that companies are challenged with being able to truly operationalize their customer experience strategies,” said Janelle Estes, chief insights officer at UserTesting. “When organizations fail to listen to their customers and are unable to put themselves in their customers’ shoes, they risk missing out on opportunities to grow their business and strengthen their product and experiences.”

To access the full UserTesting 2022 CX Industry Report, click here.

Methodology and survey results
In this ninth annual Customer Experience Industry Survey, we asked over 5,100 professionals from around the world across a wide variety of industries how their organizations are approaching customer experience and conducting CX research.

About UserTesting
UserTesting (NYSE: USER) has fundamentally changed the way organizations get insights from customers with fast, opt-in feedback and experience capture technology. The UserTesting® Human Insight Platform taps into our global network of real people and generates video-based recorded experiences, so anyone in an organization can directly ask questions, hear what users say, see what they mean, and understand what it’s actually like to be a customer. Unlike approaches that track user behavior then try to infer what that behavior means, UserTesting reduces guesswork and brings customer experience data to life with human insight. UserTesting has more than 2,300 customers, including more than half of the world’s top 100 most valuable brands according to Forbes. UserTesting is headquartered in San Francisco, California. To learn more, visit www.usertesting.com.

To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.

Contact information

UserTesting, Inc.
Chris Halcon
415-699-0553
chalcon@usertesting.com

About Business Wire

For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

Ecopia AI Partners with Snap Inc. Subsidiary to Pilot 3D Map Content Integration20.5.2022 14:00:00 EEST | Press release

Ecopia AI announced today that it was selected by a Snap Inc. subsidiary to provide high-precision vector mapping data. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20220520005091/en/ Sample of the 3D Vector Map of Buildings and Vegetation Generated by Ecopia AI Leveraging Airbus Imagery (Photo: Business Wire) Ecopia leverages advanced AI-based mapping systems to mine the most up-to-date commercially-available geospatial imagery, accessed through its global partner network, outputting high-precision vector maps. For this initiative, Ecopia turned to Airbus for access to their global premium 30-50cm high-resolution imagery database, which is serving as the input imagery for large-scale map content production. “Ecopia has proven their ability to deliver highly-accurate mapping data at a large-scale with unparalleled speed,” said Snap, Inc subsidiary spokesperson. “Ecopia’s mission is to digitize the world using AI, offering hi

B2Broker Announced Annual Payments for B2Core, MarksMan, and B2Trader Products20.5.2022 11:00:00 EEST | Press release

B2Broker is excited to announce that it now offers an annual payment option for the three core products: MarksMan, B2Core, and B2Trader. With the introduction of this new plan, customers will be provided with a discount and a simpler approach to planning their budget. This change will allow the company to streamline its finances and improve cash flow. The annual plan is already applicable to all three products. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20220520005015/en/ B2Broker Announced Annual Payments for B2Core, MarksMan, and B2Trader Products (Graphic: Business Wire) MarksMan Whether you're a seasoned pro or just getting started in the world of digital assets, MarksMan is the perfect solution. With support for spot and perpetual futures liquidity, along with easy access to liquidity pools on major crypto exchanges, MarksMan has everything you need. There's no better time to test it out than now, with the basic packa

Harm Reduction Policies Key to Improve Europeans’ Health20.5.2022 07:00:00 EEST | Press release

Yesterday, the Platform for Better Preventive Healthcare organised a policy briefing “What are the next steps for the EU addictions policy”, hosted by Czech Member of the European Parliament (MEP) Radka Maxová (Socialists and Democrats). The briefing gathered healthcare experts and political stakeholders to discuss the Report of the Special Committee on Beating Cancer (BECA) adopted last February by the European Parliament. The discussion focused on the impact of COVID-19 on mental health and addictions management. Recent data shows that the pandemic led to an increase in addictive behaviours related to alcohol, gambling, tobacco and digital addictions among Europeans. Deferring to the best available scientific evidence, the BECA Report acknowledged the importance of harm reduction policies like the use of harm reduction products such as e-cigarettes. The panel discussion echoed the Report’s recommendations and Prof. Viktor Mravčík, Head of Science at the Institute of Rational Addictio

Align Technology Introduces Invisalign Outcome Simulator Pro, Next Generation Patient Communication Tool Featuring In-Face Visualization of a Patient’s Potential Future Smile in Minutes19.5.2022 23:41:00 EEST | Press release

Align Technology, Inc. (“Align”) (Nasdaq: ALGN), a leading global medical device company that designs, manufactures, and sells the Invisalign system of clear aligners, iTero intraoral scanners, and exocad CAD/CAM software for digital orthodontics and restorative dentistry, today introduced Invisalign Outcome Simulator Pro, the next generation of its advanced patient communication tool. This enables doctors to show patients their potential new smile after Invisalign treatment, using in-face visualization and/or 3D dentition view, all done chairside in minutes. Invisalign Outcome Simulator Pro is available on iTero Element Plus Series scanners and imaging systems. Invisalign Outcome Simulator Pro expands Align’s existing Invisalign Outcome Simulator technology and adds the benefits of the Company’s ClinCheck “In-Face” Visualization tool that combines a photo of a patient’s face with their 3D treatment simulation, creating a truly personalized view of how their new smile could look. This

New Conviva Data Shows Double Digit Streaming Growth Worldwide; Smart TVs Growing Rapidly as Streaming Moves to Overtake Linear on the Big Screen19.5.2022 22:01:00 EEST | Press release

Global streaming grew 10% globally, including continued growth in mature markets like North America (5%) and Europe (9%), during the first quarter of 2022 as compared to Q1 2021, according to the latest State of Streaming report from Conviva, the continuous measurement analytics platform for streaming media. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20220519005871/en/ Conviva's Q1 2022 State of Streaming Report Available Now! (Photo: Business Wire) “Despite recent news of Netflix’s subscriber contraction, streaming continues to grow worldwide, encompassing an ever-growing stable of platforms offering unique and original content,” said Keith Zubchevich, President and CEO, Conviva. “In mature markets like the US and Europe, viewers are upscreening from small devices to Smart TVs, setting the foundation for streaming to overtake linear TV on the big screen.” Conviva’s Q1 2022 report found big screens (which includes connecte

In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.

Visit our pressroom