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:?
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:?
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)?
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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:?
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:?
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:?
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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Telling human stories. First half of my career has been in education, teaching and academic advising. Still open to those industries, but looking for ways to place my best skill in the center of my professional life.
2 年From the vid: 1) "humanizing the digital experience," 2) "go from insight to action fast," and 3) "empower their agents to solve problems..." ??
PMP? | SAP Functional Consultant, SAP PS/EPPM | Technology Consulting | Project Management
2 年Faizan Ahmed (SAP Certified) Ateeb Siddiqui