Welcome to the January 2023 edition of CX Insight magazine, an Execs In The Know publication.

Let 2023 be a canvas to artfully craft your CX vision.

While this past year has been anything but predictable, it has no doubt been a transformative one for our industry. Market-moving elements challenged strategies and forced leaders to face difficult decisions. Emerging technologies served as keys to unlocking new possibilities, and we witnessed brands turn disruption into opportunity. As we look ahead, prioritizing purpose, problem-solving, and delivering seamless experiences across the touchpoints of the customer and employee journey will take center stage.

From insights and observations to predictions and trends, in this issue, we examine what the next era of conversational commerce looks like and its potential to drastically change the perception of virtual agents and the ongoing critical link between employee experience (EX) and CX. Additionally, we highlight the business process outsourcing (BPO) trends you can expect to see this year and dive into the ways brands can deliver empathy at scale to humanize the digital experience.

And that’s not all — this issue also contains an insider’s look at the Oregon-based tech unicorn Dutchie through a Brand Spotlight featuring Sean Ilenrey, Vice President of Support, as well as a KIA Online Community Member Spotlight with Francisco Toledo, Senior Director of Global Operations at Groupon.

Throughout this issue, the sentiment and importance of community come through loud and clear. If we are to set new benchmarks and rise to the industry’s opportunities and solve the greatest challenges, it must be a collective effort.

We hope the insights and learnings within these pages help fuel your creative thinking and strategies to deliver amazing experiences in the new year and beyond.

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