Customer Experience Trends for 2023

Being a leader in the contact center world allows us to see the path as it develops. Like the Farmers Insurance commercial says, “we know a thing or two because we have seen a thing or two.” While there will always be unexpected moves we can’t possibly foresee, the contact center world is evolving more rapidly than ever. 

In this report, our team weighed in on what we can expect, what not to expect, and trends that will continue into 2023 and beyond. We have a good track record with our contact center trends and predictions in past years. Maybe that means that we are trending ourselves here at InflowCX? We will let you decide as we head into 2023.

Report Overview

• Labor costs and hiring challenges will continue to be a struggle for enterprises.
• Uncertainty in the economy and inflation concerns will lead customers to be thoughtful in maximizing the current investments they’ve already made in the contact center while ensuring a plan for the future.
• AI and automation adoption will continue to be key drivers to improving customer experience and balancing costs, but customers will need to be thoughtful in their approach
• Key takeaways and possible solutions for addressing these trends