While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we’ve seen over the past couple of years, customers will expect interactions to be frictionless, personalized, 24/7, and faster than ever. What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands...
Today’s business climate is creating a difficult balancing act for CX leaders. On one hand, they’re looking to provide customers with excellent service while...
Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t...

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