Top CX trends in 2023 and beyond

This year will be pivotal for customer experience (CX). With customer and employee expectations rising faster than the current rate of innovation, Genesys partnered with thought leaders across the industry to identify six leading trends for building long-term relevance and resiliency in 2023 and beyond.

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Elevate your CX in 2023

1. Organizations will accelerate digital transformation across the customer journey

Many organizations today struggle with disjointed multichannel strategies. Adding new channels without a cohesive, connected strategy results in a big divide — in who owns the channel, the technology and, ultimately, the KPIs. Across these fragmented experiences, trust and loyalty are lost.

In 2023, Lori Bocklund advises CX leaders to align their channels and technology around a connected, consistent experience that includes digital and voice. This involves building a detailed strategic plan collaboratively with key cross-functional stakeholders. The plan should include short-term activities, as well as how the strategy will unfold over the long term.

Lori Bocklund,
Founder and President, Strategic Contact

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2. Organizations will increasingly close the personalization gap

In a world where customers expect to be heard and understood, fundamental gaps around listening, empathy and personalization represent a real risk to competitive differentiation. Silos — whether around strategy, technology or data — are the enemy of empathetic, personalized experiences.

To close these gaps, Natalie Petouhoff, co-author of the award-winning business book Empathy in ActionTM, argues that experience orchestration is the winning methodology. Experience orchestration means using CX employees and technology to listen to customers’ implicit and explicit input; understand and predict; trigger actions; and drive continuous learning.

Natalie Petouhoff, Ph.D.,
Senior Strategic Business Consultant Director, Genesys

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3. Organizations will prioritize the employee experience as a driver of long-term business resiliency

Research by MIT Technology Review found that recruiting CX employees is the number one customer experience workforce challenge for organizations worldwide. The survey also found that low morale and high hiring costs make it more important than ever to improve the value proposition of a CX career.

In 2023, organizations will transform well-being to have a profound effect on agent engagement, the customer experience and business outcomes, notes Dr. Phoebe Asquith. They’ll take preventative measures such as prioritizing empathy and will leverage data related to well-being to drive results.

Dr. Phoebe Asquith,
Lead Psychologist and Well-being Consultant,
Sabio Group

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4. AI will supercharge the employee (and thus the customer) experience

Artificial Intelligence (AI) is already helping companies orchestrate better customer experiences. But exploring its application across the employee experience allows organizations to empower their people and delight their customers.

AI as a way to learn, harness and continually improve each employee’s superpowers will gain traction in 2023, details David Wasserman. AI will increasingly support agents through complex interactions and play a leading role in quality management. Organizations will increasingly use the technology to understand interaction patterns at scale and identify each CX employee’s personalized training needs.

David Wasserman,
Senior Director of Product Marketing, Genesys

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5. Organizations will rethink their tech stack for simplicity, efficiency and agility

Keeping up with consumer demand for a relentless pace of digital innovation, agility and personalization has organizations rethinking their CX technology for 2023 and beyond. Success requires what Rebecca Wetteman calls the three Cs of CX technology: cloud, composable architecture and a common platform with open APIs. These will enable organizations to take advantage of a vast ecosystem; reduce initial and ongoing costs; innovate faster; increase CX differentiation and reduce risk.

Rebecca Wetteman,
CEO and Principal Analyst, Valoir

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6. Advanced measurement and analytics will drive real-time decision-making and orchestration

For too long, CX measurement has depended on periodic KPI tracking and after-the-fact customer surveys. Single channel feedback can overlook real issues and lead companies to optimize the wrong thing. In 2023, there will be a shift toward measuring performance across the full breadth of the customer journey.

Steve Offsey describes how journey measurement allows organizations to eliminate poor CX interactions, such as repeating steps or unnecessarily switching channels. The future, he argues, is optimizing and orchestrating the journey for improved customer and business outcomes.

Steve Offsey,
Vice President of Marketing, Genesys

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Explore the trends today

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Forecasting the future of CX:
Six trends for 2023
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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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