It has never been more important to stay up to date with customer experience expectations. Based on the trends observed in 2022 and market developments, Martin Taylor, Co-Founder and Deputy CEO of Content Guru, the leading cloud communications provider, lays out his expectations for the top three 2023 customer experience trends.
The Top Three 2023 Customer Experience Trends
In 2023, we expect to see the continued proliferation of new focus areas within the CX industry. Parallel to quickly developing social media trends and immersive engagement, businesses will have to navigate agent hiring and retention challenges as the job market grows increasingly turbulent.
Social Media And The TikTok Takeover
One key 2023 customer experience trend that we expect to dominate the CX landscape is the continued adoption of social media within customer support. 2022 was the year that Instagram became a mainstream support channel. We can expect much the same with TikTok in 2023.
It’s predicted that there will be 15 million active TikTok users in the UK by 2025, offering a sizeable opportunity for brands to engage with younger demographics. TikTok will allow companies to reach targeted groups. Its short-form video format will be crucial to deliver instructions and support.
Despite these concerns, brands will have to ensure they are meeting the demand from users to effectively utilize TikTok as a support channel for those willing to accept the risk. Whether users reach out via Twitter, Facebook, Instagram, or now TikTok, expectations are high when it comes to receiving support via social media. A third (32%) of users expect a response within 30 minutes.
The type of support offered through TikTok is expected to be similar to that of Instagram. Integrations are therefore similar, and the technology to support this is already coming online. This is allowing TikTok to become a viable component of an omni-channel approach. To successfully implement TikTok, brands must have CX technologies that support a coherent omni-channel approach. Part of this is the ability for customers to switch between channels and receive consistent support.
Immersive Engagement Will Make The Virtual A Reality
In addition to rolling out support for social channels that are currently a part of people’s daily lives, we also expect more futuristic technologies to continue development. That’s why another 2023 customer experience trend is immersive engagement. Immersive CX with virtual spaces is one of the most promising advancements within the industry. Whilst Mark Zuckerberg’s big bet on the Metaverse’s success might not be bearing fruit just yet, the opportunity for consumers to interact with brands within virtual worlds is enormous.
Interactions with brands will be hyper-personalized – creating a close-knit community where everyone’s needs and preferences are truly understood. Such a high level of personalization would improve customer experiences and simultaneously give businesses an upper hand. They will, with this assistance, be able to tailor products and services more effectively.
Although there is a lot to look forward to when it comes to immersive CX, there is still progress to be made to ensure the backbone of the technology can support this reality. The continued rollout of full fiber broadband means that virtual reality experiences are becoming increasingly possible. This is set to continue in 2023.
Alongside this, technology providers will continue to innovate and develop the platforms to allow these experiences. Technologies that appear to be a long way from maturity can rapidly explode in popularity. That’s why it will be key in the coming year to prepare for immersive CX.
AI To Resolve The Agent Attrition Crisis
The preparation for exciting new realities will be balanced with persistent issues, such as hiring and retaining agents throughout the year. The job market has been in a state of flux ever since the Covid-19 pandemic struck. The impact of the rapidly changing restrictions meant many workers changed industries and the total workforce has shrunk.
For contact centers, the battle to hire and retain the best talent will continue to be ultra-competitive. Although there was a rapid increase in the number of agents in the UK to supplement the test and trace scheme, in 2022 numbers fell. We reverted to a ‘business as usual’ state. Technology, and AI in particular, can play a key role in this as automation reduces the burden of admin tasks. AI can assist agents in creating more fulfilling experiences.
As well as the headwinds created by a shortage of agents, businesses will also have to face growing market and geopolitical uncertainty as the New Year progresses. It’s hard to predict these external forces. But by focusing on meeting customer needs and preparing for the customer experience trends that will emerge in 2023, the near and medium-term future, businesses give themselves a good chance. They will not only be navigating their CX challenges, but achieving success.
Customer Experience Trends 2023 Recap
There’s a lot to think about for the next year, but here are the top three trends you should be preparing for:
Social media channels will be a key element of CX
Immersive CX will shift closer to reality
Technology will play and crucial role in easing the battle to attract and retain agents
If you're looking to transform your services to not just meet, but exceed your customers' expectations, Content Guru is ready to help.
With Content Guru’s world-leading cloud contact center solution, storm® CONTACT™, Content Guru makes engagement easy. From data-driven CX insights to integrations that enhance, not replace, your existing systems, storm’s modular approach means that we’ll have a solution for you. For any sector, for any size.