CX Predictions for the Remainder of 2023

There is still 10 months of 2023 to go, and lots of time for these predictions to come to fruition.

Contact CentreCX TVInsights

Published: February 22, 2023

Charlie Mitchell

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CX Today’s Charlie Mitchell introduces eight predictions from CX experts, who share their thoughts on what the remainder of 2023 may bring. These predictions are:

  • Prediction #1 – AI-Driven Experiences Become an Expectation – Andy Traba, Head of Product Marketing at NICE
  • Prediction #2 – Increased Adoption of Video In Customer Service – Ben Neo, Head of Enterprise Sales at Zoom
  • Prediction #3 – 2023 Is the Year of Better Listening to Customers – Lead Analyst and Founder of Opus Research
  • Prediction #4 – CX Becomes Smartphone-Centric – VP of of Product Management at Webex
  • Prediction #5 – Sentiment Detection Becomes an Art Form – Michael Wallace, Sr. Manager of US Scaling Solutions Archetecture & Productivity Applications at AWS
  • Prediction #6 – AI Gets Real In the Contact Center – Rebecca Wetteman, Principal at Valoir
  • Prediction #7 – Expect an Explosion In Agent-Assist Technologies – Wayne Butterfield, Global Lead for Augmented Intelligence at ISG
  • Prediction #8 – Consumers Start to Feel Comfortable with Conversational AI – Jon Arnold, Principal Analyst, J Arnold & Assosciates

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