Forecasting the future of CX: Six trends for 2023

How to stay competitive in today’s climate

In uncertain times, it can be hard to see what lies ahead — and even harder to prepare for it. But amid today’s volatility, some trends are clear. Understanding them will give you a competitive edge.

Success in the experience economy still involves taking a customer-centric approach. But what that means — and how organizations deliver on that promise — are shifting. Technology and employee experience will play an elevated role in what happens next.

In this session, industry experts and thought leaders offer a look at the most important customer experience trends of 2023.

Learn how these trends will define the future:

Advanced analytics and AI-powered orchestration will reshape the customer experience

Transformational technology will deliver unprecedented simplicity, efficiency and agility

A reimagined employee experience will drive enduring business resilience

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Meet the Speakers

Rebecca Wettemann
CEO and Principal Analyst
Valoir

Lori Bocklund
Founder and President
Strategic Contact

Dr. Phoebe Asquith
Lead Psychologist and Wellbeing Consultant
Sabio Group

Dr. Natalie Petouhoff
Senior Strategic Business Consultant Director
Genesys

Steve Offsey
Vice President of Marketing – Pointillist
Genesys

David Wasserman
Senior Director of Product Marketing
Genesys

Claire Beatty
Senior Director of Thought Leadership
Genesys

Ginger Conlon
Director of Thought Leadership
Genesys

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Genesys Cloud CX

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.