Research Report

The Engagement Capacity Gap Study 2022

Verint’s 2022 Global Research on the State of Customer Engagement and Experience

Organizations have recovered from the initial shock of the COVID-19 pandemic. In the second year of post-COVID operations, constant, rapid change is the status quo. Recent pressures and considerations are on the rise, with new dynamics influencing the Engagement Capacity Gap™ and presenting organizations with a host of challenges and opportunities.

We surveyed more than 2,700 business leaders again from a variety of industries around the globe to learn how they’re adapting and what’s top of mind. Our findings include:

  • 76% of leaders believe customer engagement challenges will increase in 2022
  • 71% find retaining talented workers to be moderately or highly challenging
  • 52% have difficulties dealing with customer engagement due to supply chain issues

Access the full report to read our findings on changing consumer preferences, new workforce dynamics, and the five key challenges and opportunities for 2022.

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