2023 CX Trends You Must Know to Remain Ahead of the Game

hi everyone I just spent the weekend at
pmi's Global Summit there we heard from
futurist Amy Webb and she really got me
jazzed up to do this video for you about
2023's CX trends
you know 2023 is a big year and we do
tend to see a lot of Trends continue but
there's going to be some punch in there
some differences we're going to see so
let's start right now talking about the
seven things you need to know about CX
and 2023 coming up next on Project
skills Mentor hi everyone I'm the
project skills mentor and I'm here to
make your job even better so let's get
right into it with the first one that
doesn't surprise anyone ai ai is going
to be influencing us even more than
today we know that currently natural
language and mimicking of natural
language is possible but in the future
we're going to start to see the
mimicking of emotions social behavior
targeting social behavior by Bots I
think that's kind of both scary and
great what do you think leave a note in
the comments below
but something else about AI it's going
to make the entire process of what we
think of as customer service more
immersive and more complete how we're
going to know our customers so well
using algorithms that we're going to be
able to think beyond what they need
before they even know it now you might
say that's already happened but it's
going to happen in a much deeper way in
the near future and the second trend for
2023 is that video will increase its
reach of course I'm on YouTube I believe
that but it's going to go further you
know influencers you've seen them on
YouTube but they're not from the company
what's going to change is that the
companies themselves will start to be
more of an influencer on YouTube and
other channels they want to bring their
message to you directly and in doing
that they're going to create a deeper
more enriched relationship with their
users they're going to start doing their
own how-to videos because you know they
are the company that created the product
in addition to that they're going to
create video tours of their plans to
create transparency of how they make
their product how they ship their
product how they create the design of
their product and also how their company
themselves work maybe even how they
treat our data and they're going to
entrench the brand in the mindset of the
consumer so when you're watching a video
think about who you're watching is it an
influencer or the company themselves be
aware of the source of the information
and also the context the next trend is
that AR will enrich the consumer
experience even more than it does today
you see AR a lot in gaming but what
you're going to see more and more is AR
used to enrich the customer experience
either by solving a problem by actually
working through the problem mechanically
you could say without having to go into
the shop or see a person live and the
other way it's going to be very helpful
is product reviews actually being able
to touch and feel the product at least
virtually right as AR becomes widespread
and affordable we're going to see this
deepening of influence in CX so look for
that and companies that don't use AR as
a solution will find themselves
disrupted by those that do next
omnichannel across all platforms and how
will that work well I might start a chat
bot discussion on my iPhone
but then I'm going to move across to the
iPad when I want to actually see a demo
watch a video or do something else
that's more detailed and actually to fix
the problem on my PC I might need to
move to my PC all of this will be done
seamlessly the issue of having to re-log
in and catch up on the process I'm at so
far won't exist this will all happen
seamlessly will it happen in 2023 well
let's see so the trend that started in
2020 will continue on into 2023 and that
is the personalized experience and it
will go hybrid now what do I mean by
that the personalized experience is
having a relationship with the brand and
the ability to feedback to have this
two-way conversation with influencers
with the company and brand itself and
with the rest of the consumer Community
consumers will want that that sense of
community is a very deep resonance that
comes out of the coveted years so if you
want to up your game as a brand you're
going to cater to that you're going to
personalize the experience and you're
going to create the community to allow
people to share in that experience
together are you finding value in this
video I hope you are and if you are give
it a like consider subscribing and share
the information with someone else but
let's get back to it with the next point
near and dear to my heart which is
consumers will want more customer
service options don't we want options we
like options as consumers and companies
need to deliver you know there was a
study done by nice.com and it said 53 of
businesses think they're doing a great
job on delivering customer service
options but only 15 percent of consumers
agree so there's a gap and that Gap
needs to be closed and the businesses
that close that Gap best win cell
service has to be more efficient than it
is traditionally we need to have better
access we need it faster of course we
need it faster and the benefit is
companies will save time and money by
having more automation here because
using Ai and some of the other the
technology Trends we've talked about
they will be able to do more with fewer
people which is not a great thing if
you're a customer service agent but is a
great thing if you're a great customer
service agent because you're going to be
in high demand because after talking to
a bot people that really need help are
going to want to talk to you and the
point that ties all this together is
Trend seven more transparency of how our
data is collected and how it's used why
because we want to control how the world
sees us and Amy Webb made a great point
about this topic when she talked about
you know the different ways we're seeing
on different channels and that's really
important are you seeing the same way on
Facebook as you are on LinkedIn probably
not I know I'm not so consumers need to
be respected for their ability to frame
the conversation frame who they are and
share what they want to share and that's
going to happen more of course in Europe
we have gdpr and that is a protection in
itself but we're going to see an
expansion of transparency that customers
will expect from companies you want an
example let me give you an example
facial recognition algorithms have
improved 50x times since 2014 and now
we're starting to see the impact right
we're starting to see governments like
states in America come in and have rules
about using facial recognition how when
it is used how it's used and letting the
consumer know it's being used so these
are the kinds of impacts we're going to
see in 2023 I would like to know what
you think the trends are for 2023 and if
you want to know what my Trends were for
2022 check out this video and I'll see
you next time on Project skills
mentor.com bye bye everybody