As we head into 2023, businesses must remain mindful of the current economic climate and its effect on customers. Consumer preferences have changed over the years to be more remote and digital, making it harder for businesses to connect with clients in person. Because of this, the main way customers will interact with your brand is on the phone when speaking to customer service representatives. Companies must be ready to adapt and anticipate the ever-changing needs of their clientele as customer experience has become more vital than ever before. Technology continues to progress, but at its core, a great CX requires empathy and attention towards individuals—not just advancements in tech. Here are the top 5 trends as we head into 2023:
Gig Working is becoming increasingly popular as businesses look for new ways to fulfill customer demand. Companies are now able to hire specialized contractors to provide specific skills or services on an “as-needed” basis, freeing up resources and allowing the business to be more flexible. Additionally, because Gig Workers work remotely, they can be hired from across the globe which means you have access to a larger pool of skilled and experienced talent. Gig Workers can also be useful in the customer experience industry when filling weekend and overnight shifts.
Frost & Sullivan’s research shows that 7 out of 10 companies already use Gig Workers and that, within 18 months, this is expected to increase to 9 out of 10 companies. Using Gig Workers is currently already considered an essential part of the operations of a third of financial services and healthcare organizations and 20% of retail organizations. The acceptance level is high and there is a lot of room to grow the Gig Worker base.
Increased Need for Flexibility Due to Changing Macroeconomic Factors
The macroeconomic landscape is changing rapidly and organizations must remain agile to keep up with the changes and stay competitive. Businesses must be prepared to respond quickly to changes in the market by being able to adjust their customer experience strategies accordingly. This means that companies will have to invest in flexible solutions that can easily adapt as needed.
According to Frost & Sullivan, about 1 out of 3 financial services and insurance companies feels impacted by the current macroeconomic environment and accelerate their plans for outsourcing and offshoring, and 20% of retail companies plan to accelerate plans for outsourcing.
CX as Competitive Advantage
Customer experience has become an integral part of success in the modern business world, and companies are recognizing the importance of providing a positive customer experience. By investing in a great customer experience, businesses can set themselves apart from their competitors and create lasting loyalty with their customers.
Focus on Employee Engagement (Happy Agents = Happy Customers)
Employee engagement plays a significant role in creating a positive customer experience, which is why businesses need to focus on keeping their employees engaged and motivated. By maintaining elevated levels of employee morale, companies can ensure that their employees are providing the best possible service for customers.
Increase in Outsourcing
As customer experience becomes increasingly important, businesses recognize the need to outsource services to help them manage their customer experience. Companies may outsource certain areas of customer service, such as technical support or order fulfillment, to make sure they can deliver an efficient and consistent customer experience.
As customer experience becomes increasingly important to companies, it is essential that organizations stay ahead of the curve and be prepared for upcoming trends. By understanding the key customer experience trends of 2023, such as Gig Working, CX as a competitive advantage, focus on employee engagement, and increased need for flexibility due to changing macroeconomic factors, businesses will be in a better position to succeed in this ever-evolving landscape. With these strategies in place, companies can ensure they are delivering exceptional experiences and staying ahead of their competitors.
These trends show that customer experience leaders must adopt an agile mindset to keep up with the changing needs of customers and anticipate their requirements for a successful business. With these insights into the top customer experience trends for 2023, organizations can remain at the forefront of CX technology and provide superior customer service.