2023 Customer Experience Trends

Are you feeling the strain of a strange new year?

You’re not alone.

In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out.

Together, this creates a challenging landscape for CX teams to navigate. What’s worked in the past won’t necessarily work now.

But even with all of these changes and challenges, the best customer experiences are focused on one thing: people. It’s never been more important to understand your customers and be willing and able to change and evolve.

Understanding Customers

Understanding customers is now part of the game. 73% of consumers expect companies to understand their unique needs and expectations, and 62% think companies should anticipate their needs.

But anticipating needs in a constantly changing environment can be difficult.

That’s why I gathered five crucial trends all CX teams need to know in 2023. These trends cover everything from leveraging technology to easing customers’ fears about the economy.

The Importance Of Staying On Top Of Trends

Understanding these trends can make the difference in creating a relevant and personalized experience and failing to relate to customers. They can help brands work through the challenges to find new opportunities to connect with their customers in 2023.

Incorporating trends can also help CX teams do more with less as they grapple with internal and industry changes.

Don’t get left behind as customers change. Understanding customer demands and the trends coming down the pipeline can help brands prepare to adapt and deliver amazing experiences in 2023 and beyond.

Click here to read my deep-dive white paper on the top 5 CX trends for 2023.


Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the FutureFor regular updates on customer experience, sign up for her weekly newsletter here

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