The immersive CX paradigm shift begins
To say that the past three years have been transformative would be an exercise in understatement. From the initial shock waves of the pandemic to persistent economic uncertainty, businesses around the world have been forced to radically change nearly every facet of their operations—and no area has seen more turbulence than customer service, a trend driven by a dramatic shift in customer expectations.
This seachange in customer expectations might have caught some companies flat-footed, but those who have been paying attention understand all too well that the events of the past few years have simply accelerated trend lines that have been developing for the better part of two decades.
But now, as we move into 2023, new perspectives are emerging, and now is the time for businesses to take stock and make significant changes.
There’s no doubt now that customers are firmly in control, and they’ve made it clear: they want immersive customer experiences, and they’re not willing to wait for companies to gradually figure this out. And as we’ve seen, businesses that recognized this massive and exciting shift—and made significant investments in response—have experienced tangible results: higher CSAT scores and demonstrable ROI.
Download this report to learn:
- AI experiences are becoming more evolved and seamless
- Conversational experiences are empowering consumers
- Customers are eager for deeper personalization
- Consumer well-being and sentiment are reshaping CX
- CX teams are breaking down silos as they become more integrated
This article is posted at zendesk.com
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