Zendesk - CX Trends, 2023

This report, titled "CX Trends 2023," explores the rise of immersive experiences in customer service and how businesses can adapt to meet changing customer expectations. The report is based on a global survey of nearly 3,700 consumers, another global survey of nearly 4,800 business respondents, and Zendesk Benchmark product usage data from more than 99,000 companies. The report identifies five key trends in immersive CX: proactive engagement, personalized experiences, seamless omnichannel support, empowered agents, and integrated teams. Proactive engagement involves anticipating customer needs and reaching out to them before they have to ask for help. Personalized experiences involve tailoring interactions to the individual customer's preferences and history. Seamless omnichannel support involves providing a consistent experience across all channels, from phone to email to social media. Empowered agents involve giving customer service representatives the tools and autonomy they need to provide excellent service. Integrated teams involve breaking down silos between departments to provide a more cohesive customer experience. The report offers real-world recommendations for how businesses can meet these critical expectations, such as investing in AI and automation, providing training and support for agents, and using data to drive decision-making. The report also highlights what best-in-class companies are doing to stay ahead of the curve. Overall, the report emphasizes the importance of adapting to changing customer expectations and investing in immersive CX to stay competitive in the years to come.