Uncertainty leads marketers to prioritise customer service and digital for 2022 

Uncertainty - Image by Gerd Altmann from Pixabay

The past 18 months have brought many disruptive challenges for businesses as they grappled with an increasingly complex environment and much uncertainty. 

Now, managing uncertainty has become a key focus for marketers in 2022 with over a third of those surveyed (36%) saying it’s a priority within their business for next year, according to a report by digital agency iCrossing UK.

icrossing and uncertainty in 2022 - mediashotz

Uncertainty and decision makers

The insight comes from the Marketers Priority Index which was created in conjunction with data from an online survey conducted by YouGov and considers the views of marketing decision makers in the UK and uncovers their priorities for the year ahead as well as the challenges faced.

The need to address digital disruption is apparent with a quarter of respondents saying they will have a greater focus on digital next year, while 20% have had challenges navigating the many communication channels available today, and a further 20% feel they lack a clear digital strategy and practical plan of how to implement it.

But marketers feel they are lacking the knowledge and time to tackle these challenges with many saying they are missing knowledge within their organisation in SEO (25%), data, and analytics (23%) as well as digital strategy (22%) and PPC (21%). 

Surprisingly, a quarter (25%) of marketing decision makers believe their business doesn’t have enough time to focus on digital marketing.

The report also reveals that to cope with a changing landscape, marketers are committed to being more customer-centric, understanding consumers and their path to purchase through data with nearly two-thirds (60%) looking to deliver high quality customer service in 2022.

icrossing and uncertainty in 2022 (2) - mediashotz

Jamie Clifford, managing director, iCrossing said: “We’ve all known about the potential in digital marketing for a while but making it happen can be hard. 

“The past 18 months has further shown the profound effect digital and data has had on marketing but due to the complexity that this brings, there are clearly still many organisations and marketers struggling to find the time, skills and knowledge to adapt and deliver an effective digital marketing strategy. 

“With the end of the cookie in sight, managing data, and measuring and monitoring performance is only set to become more complex. 

“At iCrossing we recognise the opportunities that marketers have in the new digital ecosystem, and we have the talent and capabilities to help them overcome the challenges that they are clearly still facing.”