Must-Know Insights into the Future of CX

2023 Customer
Experience Trends


2023 is a year of uncertainty, change, and new perspectives. What customers want today is different than what they wanted even a few years ago.

It’s never been more important to understand your customers and be willing and able to change and evolve. Marketers and customer experience professionals have to keep an eye on what’s coming down the pipeline to adapt your strategy and solutions to meet the customers’ changing needs. Brands that understand today’s customers’ needs and expectations will thrive in 2023 and beyond.

Learn how customers are changing and what that means for brands in 2023.

No matter your industry or the type or size of your brand, everyone can benefit from understanding and adapting to these five trends.

  • Learn how brands can ease customers’ worries about the recession and handle staffing shortages.

  • 2023 is the year of self-service and phygital experiences that blur online and in-person shopping. Read how to transform your experience and empower your customers.

  • CX budgets are fragile, and only teams that provide value will last. Get insights on doing more with less.


If you make people’s lives easier and better, you will always have a customer. I share this message with people all over the world. I was called The Queen of Customer Experience by Meta. I’m the author of two books on customer experience, and most recently my bestselling “The Customer Of The Future” (HarperCollins) was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. In 2021 the book won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time.” I was recently called a top 40 global female keynote speaker by Real Leaders Magazine. I’m the host of The Modern Customer Podcast, am happily married, and have two amazing kids.

Learn more about me at