Stay attentive! CX trends for consideration in 2023

Based on data from global customers and business leaders, Zendesk launched their annual customer experience research, the CX Trends 2023 report. This year, the spotlight’s on the rise of immersive customer experiences (CX). The shift towards immersive CX is just beginning and will continue to be important.

So what do we mean when we talk about immersive CX? This compelling new territory stems from what customers demand: natural, fluid interactions with companies. From chatbots that closely mimic real human beings to conversational experiences where customers can start an interaction on one channel and then seamlessly switch to another, immersive CX boils down to one simple idea: people want to be seen and heard, to be treated not as a transaction or a ticket but as the highly valued customers they are. By doing so, businesses stand to greatly strengthen customer relationships, a benefit whose value cannot be overstated.

Stronger relationship, greater returns. In fact, according to the research, 70 percent of consumers spend more with companies that offer fluid, personalised, and seamless customer experiences.

Watch this session to learn:

• Why immersive CX is the new standard for best experiences.
• The top five trends that you business should prioritize for 2023.
• How Canva uses AI and bots as the core of their customer experience strategy.
• What Cathay Pacific is doing to provide conversational experiences for customers.