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Genesys Reveals its Top 5 Customer Experience Predictions For 2023


Genesys has revealed the top 5 predictions that will impact the customer experience industry in 2023.  According to Genesys, in 2023, prioritizing the employee experience, increasing labor costs, establishing digital trust, ongoing investments in digital transformation, and the need for consistency in customer experiences are key factors that will drive the CX industry.

Amr AlMasri, Regional Director, Genesys Middle East, explained, “2022 has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a post-pandemic “new normal” to a worsening economy, 2022 brought us anticipated and unexpected challenges. Against a backdrop of increasing economic uncertainty, 2023 is poised to create an inflection point for the customer experience (CX) industry. Companies will seek to redefine and deliver on the next era of customer and employee experiences.”

Organizations will put employee experience at the core of their CX strategy and business priorities.
While companies responded quickly to consistently shifting customer expectations by using data and technology to drive personalization and empathy during the pandemic, employee-centricity has largely taken a backseat. This is particularly true for customer service agents who are at the frontlines of day-to-day interactions.

Succeeding in the experience economy means putting people first, and that includes employees, too. In the next year, we’ll see more organizations rethink and refocus on the employee experience as part of their long-term CX strategy and overall business growth path. Key initiatives will include improving the agent desktop experience and providing the right information to assist customers at the moment. Learning and development will be personalized, focusing not just on productivity, but also on leadership, skills development, and career growth as well as creating a fun and engaging workplace.

Increasing labor costs will fuel growth in artificial intelligence (AI) and digital automation for employee and customer satisfaction.
While a wave of layoffs recently swept across US technology businesses, employee retention remains a challenge for many organizations, especially in the contact center. For decades, CX was built for efficiency and optimized for metrics such as handle time. In 2023, more companies will realize that augmenting their agent labor force with the right AI technologies and digital automation will prove to be a wise investment, not only for CX but also for employee engagement and the overall employee experience.

Instead of simply automating more service interactions, companies will use AI to enhance the human aspects of an experience across self-service and agent-assisted interactions. This will allow them to deliver not only greater customer satisfaction but also agent empowerment and a positive ROI.

Establishing digital trust will be critical to maintaining customer loyalty.
Delivering truly remarkable customer experiences wouldn’t be possible without a deep understanding of the customer. And data is at the heart of that process. But with great data comes great responsibility. According to reports, the average cost of a data breach was roughly $9 million in 2022.

It’s in any company’s best interest to maintain the utmost security and privacy standards. Outside of the financial risks, there are also broader implications, including long-term customer trust and loyalty. As more cybersecurity and digital resilience regulations come to the fore in 2023 and beyond, we can expect greater focus in this area.

Investment in digital transformation will continue to accelerate.
The COVID-19 pandemic was a wake-up call for technology laggers as the world grappled with stay-at-home orders and we were all resigned to digital consumption. Companies that lacked a digital presence had to spin up technology solutions to meet the new challenges that appeared practically overnight. Although organizations have invested in the cloud or other digital infrastructures, many today still struggle with disjointed multichannel strategies and systems.

There’s no greater barrier to delivering personalized CX than siloed information.  In 2023, despite fears of a looming global recession, organizations will take a strategic look at their overall digital strategies and continue to invest. This will include reviewing the tools and processes they implemented at speed over the last two years to take a unified approach to digital transformation — not just a lift and shift of existing solutions.

Organizations will strive to deliver more consistency in orchestrating experiences as customers expect and demand more.
According to the Genesys “Connected customer experience” study, 83% of more than 11,000 global consumers surveyed value customer service that understands their needs. Nearly half feel more connected to companies that remember them, while 59% prefer an empathetic experience to a fast resolution. While companies focus on improving customer service, there’s also an increased need to look beyond efficient resolutions of customer problems as a primary measure of effectiveness.

This is where experience orchestration comes in. In 2023, companies will look at customer journeys holistically to deliver consistent and connected experiences regardless of business lines or how consumers engage with their brands. There will be a demand for experience orchestration technologies that deliver the right service as customers move across channels, systems, or interactions while adding context to provide the right level of empathy and emotional connection when they reach out for help.

Success in the experience economy today requires a people-centric and agile approach to technology, with considerations for both customers and employees. Companies that recognize market shifts and adapt quickly will win the long game.

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