Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect. Coming off a challenging year, there are major headwinds to contend with as 2023 begins, according to a new Forrester report, “Predictions 2023: Customer Experience.” “Last year was the first year since...

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Among the 457 people who responded, employee engagement and digital engagement got the largest shares...