CX Trends 2023
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70% of consumers spend more with companies that offer fluid, personalised and seamless customer experience.
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AI is becoming more evolved and seamless
64% of consumers want bots to provide the same level of service as humans.
Empowering consumers with conversational experiences
60% of leaders are planning to implement conversational customer service.
Customers are eager for deeper personalisation
62% of consumers think companies could do a better job personalising their experiences.
Consumer wellbeing and sentiment are reshaping CX
66% of consumers said a bad interaction with a business can ruin their day.
CX teams are breaking down silos
77% of leaders say their service department could be a revenue driver.
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