9 expert tips for your 2023 strategy

The CX Network Debrief is the LinkedIn Newsletter from CX Network and each week we share our take on a key trend in experience management, with links to our extended coverage of the most noteworthy developments.

This week’s big story is the news we create at the end of the year. As the corporate world prepares to clock off for a few precious days, our newsfeeds are filled with 2023 outlooks, all vying for our limited attention.

From a journalism perspective, these outlooks are primed to make headlines, not necessarily guide strategy. But in the current climate, there are some that cannot be ignored.

Take the insights we have seen from Forrester. It has been sharing 2023 outlooks for months, but it’s more recent take on how the global skills shortage will impact CX is worth noting. Forrester says skills shortages will contribute to “an erosion of CX differentiation” in three quarters of industries in 2023.?

In fact, the range between the best and worst CX in these industries will narrow - 25 percent of below-average brands will improve, while 50 percent of above-average brands will either decline or stagnate.

How big is this skills issue? Forrester says four in five CX teams will lack critical design, data and journey-related skills next year. It doesn’t bode well for innovation.

In the face of these challenges, organizations will have to continue to invest to improve CX, and they will face added pressure to show returns (see last week’s edition of the Debrief).

But how can organizations differentiate in this environment?

CX Network asked a panel of experts for their 2023 outlooks and here is what they told us…

1.????2.0 your approach to personalization by embracing individualization.

2.????Organizations will have to balance how they humanize CX – as opposed to mechanize – and how they focus on culture.

3.????Leverage ongoing shifts in culture to move the needle on overall organizational performance.

4.????Explore new and additional marketing channels and touchpoints, like the metaverse.

5.????Align the customer experience with a mission to drive greater loyalty.

6.????Embrace the new order of CX management.

7.????Up your management game to retain the best team members and leaders.

8.????Make sure your digital solutions work.

9.????And of course, don’t forget about your people.

You can read their tips in full here and share your own outlook for 2023 in the comments below.

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