Predictions Report

Predictions 2023: Customer Experience

October 25th, 2022
With contributors:
Keith Johnston , Joana de Quintanilha , AJ Joplin , Su Doyle , Sam Karpinski , Daniel Portillo , Shayna Neuburg


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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