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IDC Futurescape: Top 10 Predictions For The Future Of Customer Experience

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IDC, November 23rd, 2022
December 2, 2022,
Volume 296, Issue 5

As we move beyond COVID-driven restrictions, IDC's Future of Customer Experience predictions for 2023 reflect how B2B and B2C businesses must confront a new set of macroeconomic challenges - inflation, global economic instability, and flattening customer growth - while still navigating new hybrid work and organizational leadership models.

Customers are demanding greater value, more memorable and immersive experiences, and greater control over how they engage with enterprises, becoming equal stakeholders in the customer experience (CX) ecosystem.

Going forward, customer-centric business resilience will require enterprises to move beyond transactional-level experiences and tie business outcomes to relationship-based experiences that will be fulfilled by delivering customer value and trusted customer outcomes. Building and scaling these desired outcomes will require CX executives to leverage strong technology foundations comprising customer data, artificial intelligence and machine learning (AI/ML), and zero trust architectures.

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