5 CX Trends That Will Shape 2023

The last few years have been a whirlwind for the CX industry – managing new customer demands emerging from the pandemic, navigating the Great Resignation, to now preparing for a possible recession. ?

Brands are now faced with a consumer that expects more digital experiences and self-service options – and prioritizes speed above other traditional markers of success. But CX leaders are being challenged when it comes to the right balance between traditional and digital CX, human interactions and automation, the right omnichannel strategy...the list goes on. ?

With a fast-changing CX landscape and uncertain times ahead, it’s important to have a plan in place to focus on finding the right balance to help you remain proactive, innovative, and agile when it comes to your CX program. ?

For more important insights and trends that will bring your program success in the new year, check out our 2023 Trends video:?

Here are 5 critical CX trends that will shape the year ahead. ?

1. Recession-Proofing Through CX Outsourcing?

$35.3B is lost every year by US businesses in customer churn caused by avoidable CX issues. (CallMiner)?

Significantly, after adjusting for inflation, seasonal sales are predicted to fall this year by 1.2%, the first decline since 2009. As customers’ budgets shrink, the competition for wallet share is even higher, making it even more critical to deliver a flawless customer experience.

Many brands will turn to expert CX providers to mitigate cost and performance pressures. While you might question if an economic downturn is the right time for a CX investment, consider that the fastest, most efficient way to increase the quality of your CX while decreasing your costs is to tap a trusted CX outsourcer to help optimize your program. Consider the following:?

• Hire On Demand: By outsourcing, your BPO will handle staffing your contact center, which means time and cost savings on recruitment, training, and development. You can also scale your team up or down depending on needs, so you never spend more on talent than needed.?
• Save on Infrastructure And Technology:?From physical real estate, to investing in the newest CX innovations, your CX partner will run your contact center’s operations, generating value while shaving down operating costs.?
• Eliminate The Benefits Burden:?Benefits, employee programs, and big-ticket engagement events can be costly and time consuming, but are critical to providing the agent experience that is so necessary for great CX. When you outsource, your BPO will do the heavy lifting here. ?
• 24/7 Support: When you outsource, you’ll likely gain offshore talent that will expand the working hours of your team – allowing you to be always-on, and to reply to customers more quickly, without any additional costs. ?

For a full run-down of outsourcing during uncertain economic times, check out our blog: The 7 Benefits Of CX Outsourcing During A Recession.?

2. Digital’s Increasing Channel Share?

55% of customers?prefer digital channels over traditional channels (68% of Millennials / Gen Z) while?40% of customers?won’t do business with a company if they can’t use their preferred channels. (Salesforce)?

Frontier Airlines recently made waves with news that they are shifting their CX program to 100% digital.?

In the new year, we may see many brands following their lead. While we believe voice will still play a critical role in any customer support program, providing a full complement of digital channels may help brands see cost-savings and scale their CX programs more quickly. To meet customers' preferences for instant, around-the-clock support, here’s how to find the right balance:?

• Digitally Native Agents: Gen Z is becoming a huge, educated talent pool that is digitally fluent. Gen Z is primed to deliver optimized digital interactions critical to brand success.?
• Social Reputation Management: Social media can be a magnet for unhappy customers – and it could be detracting from your brand’s success. 2023 will see an uptick in brand’s seeking to better understand and manage inbound social media. ?
• Self-Service: Self-Service is on the rise – in fact, a study by American Express found that 60% of American consumers?say they prefer digital self-service tools for customer support, such as an online knowledge base, app or chatbot.?Customers want to be able to quickly solve their issues themselves. Self-service options also help free up agents’ time to deal with more complex issue resolution. A good strategy will have the right mix in place to keep customers and agents happy.?
• Optimize Your Omnichannel Strategy: Many brands are still struggling with omnichannel CX. In 2023, brands will take a stronger focus on identifying which channels their customers prefer, and then execute a strategy based on those insights. ?

3. The Rise Of The Universal CX Agent ?

83% of consumers say they want the ability to move between channels when talking to a brand, but only 50% of companies support cross. (Genesys)?

Regardless of how a customer prefers to contact your brand, the results should be the same – simple, fast resolutions. This is driving the rise of the Universal Agent. ??

Universal agents are trained to deliver seamless CX through any channel from a unified frontline that maximizes efficiency, first contact resolution (FCR), and closes out customer issues more quickly, enhancing the overall customer experience. Such talent can be hard to secure and train, but the benefits will be worth it. Consider the following:?

• Program and Staffing Flexibility: By investing in a talent pool that is trained across all channels, you gain flexibility and efficiency without the costs of having dedicated agents standing by for unexpected peaks, or even managing one channel that may be busier than another on any given day. Agents can jump in where they are most needed. ?
• Recruitment Streamlining: Focusing on a universal agent recruitment profile will mean a reduction in candidates – but it also means that those you do hire will drive a lot of value. ?
• CX Consistency Across Channels: Customers expect the same experience across every channel. By utilizing universal agents in the contact center, you can eliminate knowledge gaps between agents, and ensure that the delivery will be consistent and repeatable across channels.?
• More Empowered Agents: It's not just customers that will quickly get frustrated if their ticket requires transfers or isn’t resolved on their first contact – agents will become annoyed if they cannot close out a ticket effectively. Agents that are cross-trained have a better agent experience, are more empowered to handle any customer issue that comes their way, and are therefore more productive.?

4. Intensified Pursuit of Tech, Automation, & Performance Management?

By 2025, artificial intelligence (AI) is predicted to drive?95%?of customer experience. (SmartKarrot)?

Technology is an absolutely integral piece of any successful CX program. Technology inside and outside of the contact center is evolving fast. In fact, CX is the number one priority for companies increasing their technology spending during 2023, with 65% of companies planning to do so – by an average of 24%. (Metrigy) ?

Brands that are not investing in the tech-driven initiatives that create the more digital, innovative, personalized experiences customers now demand (and the tech-driven tools to help agents deliver these experiences) will lose customers (and agents) to brands that are. Consider the following:?

• Training, Performance, And Agent Assist Tech: You want the best agents, armed with the best tools, to create the best customer experiences. Agents need the right tech-driven training, development, and tools to empower them for success.?
• Artificial Intelligence and Automation: This goes beyond Chatbots. Your contact center needs the right balance of?technology and talent in place to deliver the right mix of artificial and human intelligence in your CX program. AI should be coupled with?customer data to inform important, data-driven improvements to your program.?
• Emerging Immersive Channels: The metaverse and immersive, experiential CX, including AR and VR, are going to be on the rise in 2023 as brands look for new ways to connect with customers.?
• BI, Analytics, and Personalization: Customers are proven to spend more with your brand when they’ve had a personalized experience. According to one study,?companies can increase revenue by?about 15%?just by implementing personalization elements.?It is critical that your CX team includes?BI and data experts, as well as CX experts, plus the right?technology needed to provide more individualized experiences.?

5. Mental Health & Employee Experience Initiatives To Improve Retention & Performance?

Contact centers had high turnover rates?averaging 30-45%?before?the Great Resignation. (Replicant)?

Contact centers have some of the highest turnover rates when it comes to employee retention. Add in the continuation of?The Great Resignation and a talent-constrained recession, and you could have some serious staffing problems this year – if you find your contact center short-staffed, you’ll likely see performance and CSAT drop, too. These market conditions have created the perfect storm for leaders to either invest in their employees and re-focus on the employee experience in 2023, particularly in the contact center, or risk losing their frontline.?

To mitigate the risk of staffing challenges this year, consider the following:?

• Agent Support: Not only are contact center agents at risk for high turnover, but on average, 74% of call center agents are at risk for burnout. Top-performing contact centers will put a focus on agent wellness and mental health resources to help manage stress and prevent burnout. ?
• Agent Development: Whether it’s personalized coaching, professional development and growth opportunities, or mentorship programs, your contact center will thrive when you make an investment in the frontline that interacts with your customers day-to-day. Engaged agents stay longer, and deliver more consistently positive outcomes.?
• Culture & Community: CX leaders today know that a great agent experience is necessary for great CX. Set a budget to invest in employee programs, focus on DE&I, and provide a culture that fosters engagement and community that leads to CX success.?

The Takeaway?

2023 is just around the corner, and with volatile market conditions ahead, brands need every competitive edge they can get. It can be hard to know what trends to invest in, or what the right move is. It’s even harder when you’re anticipating uncertain times ahead. ?

By adapting, preparing, and investing in the above trends – and with the help of a trusted CX partner – you can reduce costs, improve customer loyalty, and tap into the latest CX technologies to deliver frictionless, innovative experiences at speed and scale. ?

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