CX TRENDS 2023

To say that the past three years have been transformative would be an exercise in understatement. From the initial shock waves of the pandemic to persistent economic uncertainty, businesses around the world have been forced to radically change nearly every facet of their operations—and no area has seen more turbulence than customer service, a trend driven by a dramatic shift in customer expectations.

This seachange in customer expectations might have caught some companies flat-footed, but those who have been paying attention understand all too well that the events of the past few years have simply accelerated trend lines that have been developing for the better part of two decades