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January 26, 2023
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2023 CUSTOMER EXPERIENCE PREDICTIONS FROM THE VERDE GROUP

The customer experience (CX) trends we were seeing in late 2022 (see 2022
Customer Experience Reflections post) will continue well beyond 2023. The Verde
Group has a fresh predictions on what’s in store for CX practitioners this year.

With 2023 well underway, we encourage businesses to adapt and think efficiently.
New ways of buying, working and interacting with companies will mean that
customers, not just organizations, will have to acclimatize — there are new
rules now. Our CX experts weigh in on 2023 customer service experience
predictions:

New CX Beacon Metrics:
There is a growing sentiment that calls into question the efficacy and
diagnostic acuity of legacy metrics. This will eventually challenge the status
quo and bring metrics that correlate to financial performance to the forefront.

Connections with Customers:
Companies in non-traditional industries will look for purposeful, deliberate and
meaningful ways to connect with their customers outside of the purchase cycle.

Customer Feedback:
Challenges to collect customer feedback about a business’ CX will increase –
requiring use of operational and unstructured data to augment traditional data
collection methods.

CEO, CFO & CXO?
The role of CXO will continue to take on new and more important meaning —
organizations that align operational, sales and service resources (and budgets)
will realize the greatest gains in CX and financial performance

The Digital Age:
The convergence of digital and physical experiences will become the norm.
Digital-only or physical-only experiences will significantly decline as
companies continue to unlock to power of the Phygital CX landscape.

—

The Verde Group is a customer experience consultancy, creating value by
employing a proprietary research methodology that is based on a fundamental
principle of human behavior: Individuals are far more likely to take action in
response to negative events than positive ones.





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 2022 Customer Experience Reflections from The Verde GroupB2B CX Challenges:
Four Problem-Solving Strategies 


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