AS AI TECHNOLOGY CONTINUES TO EVOLVE - IT IS EXPECTED TO DRIVE EVEN GREATER VALUE FOR ORGANIZATIONS

In what ways can we expect CX to transform in 2023?

- Swapnil Srivastava

Businesses are expected to embrace new standards of customer experience to improve their bottom line and retain existing customers. In 2023, immersive CX will be the norm. Companies focusing on delivering great CX will be seen embracing the power of data. New trends indicate a shift from siloed experiences to more nuanced, seamless and immersive ones. Our 2023 CX Trends report, which we released recently indicates that 92 percent of Indian business leaders say optimal CX is one that's immersive.

Alongside that 61 percent of customers globally are excited about experiences that are natural, convenient and fluid. As customers expect businesses to care about their well-being and increase personalization, businesses will need to invest in AI that is more evolved and seamless than existing technologies. Businesses will have to turn to conversational experiences that empower customers and enable flexibility. As customers expect a deeper level of personalization's, businesses will need to move away from demography-based personalization to a more behavior-oriented strategy. CX is also expected to bring different teams together, increase revenue and drive growth.

Investments that companies made to their CX programs to align with pandemic and post-pandemic behavior have driven positive ROI and laid strong foundations for achieving maturity in delivering memorable experiences. Business leaders are optimistic about their company's future and plan to invest more in areas that keep them competitive and drive maximum impact. CX drives better results, especially in uncertain economic times.

What customers expect from brands amidst the global economic downturn?