Top 10 Trends: Customer Experience


2023 TOP 10 TRENDS

Discover the Trends Shaping the Industry This Year Through Our Webinar, Report, and Blog


Revisit this year's webinar discussing all 10 trends with the entire Customer Experience team


Download this year's report on the top 10 trends impacting the customer experience industry this year


Read Director Paul Legutko's thoughts on some of this year's key trends for the market

The Trends

Top 10 Trends 2023 Customer ExperienceTrends in customer experience in 2021 and 2022 were dictated by the COVID-19 pandemic, such as digital acceleration and remote self-service. While these trends are here to stay, financial and insurance brands may pull back in 2023 from more radical personalization or technology capabilities to save costs and also in reaction to consumer concerns, such as security, inclusion, and privacy. Additionally, markets are likely to experience a shift on multiple fronts, affecting organizational experience and firmwide culture.