Predictions 2023: Customer Experience

October 25th, 2022

Rick Parrish Vice President, Research Director

Judy Weader Principal Analyst

Christina McAllister Senior Analyst

Colleen Fazio Senior Analyst

Pete Jacques Principal Analyst

Maxie Schmidt VP, Principal Analyst

With contributors:

Keith Johnston , Joana de Quintanilha , AJ Joplin , Su Doyle , Sam Karpinski , Daniel Portillo , Shayna Neuburg

Summary

2023 will be a year of reckoning for customer experience (CX) programs as companies struggle to focus on customers while navigating a turbulent economy. The character of CX teams will transform, with 20% of them disappearing, 80% lacking essential skills, and their work shifting from strategy to proactive service recovery. Amid these changes, CX differentiation will erode in three-fourths of industries, and the CX tech market will shift as one-third of point solution providers get acquired by platform players.

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