Despite the projected economic headwinds, leaders are not locking down the battens and preparing for a slowdown. Quite the opposite! Many are taking the opportunity to accelerate their transformation, with the plan to emerge from 2023 as leaner, better, faster, more agile, and focused organisations.
Innovation is top of the priority list in 2023 – customer experience (CX) leaders will explore exciting and innovative ways to deliver value to customers. And with the significant focus on reducing costs, many CX and technology leaders will turn to automation, AI, and intelligent systems to drive their innovation and transformation efforts.
Over the past five years, investments in CX teams, platforms, and processes have significantly improved customer outcomes – making organisations more competitive or able to drive better customer experiences. CX investments will now reach the next level to align outcomes across the entire organisation. Ad-hoc CX investments will be unified and aligned with brand values.