CX Leaders Trends & Insights
2023 Consumer Edition
An Execs In The Know Report Series
Consumer Edition - Published September 2023
The customer care industry has ushered in plenty of changes over the past few years. Ahead of the global pandemic (early 2020), automation, artificial intelligence (AI), agent versatility, chatbots, and omnichannel were already trending topics. These and other changes have forever altered both contact center operations and consumer expectations.
Today, many brands have settled into a steady state and consumers into newly revised expectations. This year’s CX Leaders Trends & Insights Consumer Edition results show that the new steady state is met with budding success, particularly in increased resolution rates (including First Contact Resolutions [FCR]), higher levels of consumer satisfaction, and migration to solutions oft-preferred by those who lead contact center operations.
CX Leaders Trends & Insights reports provide in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including analysis and commentary from Execs In The Know community members. The CX Leaders Trends & Insights reports are part of a series that is published twice yearly, including a fall Consumer Edition and a winter/spring Corporate Edition.
Deep dive into some of the hottest topics within the industry. From Industry-based Reports, to Self-Help Solutions, Gig, Work-From-Home, AI, and more – put your finger on the pulse of the industry and discover which topics are being discussed and investigated within the Execs In The Know community.