Your 2023 Customer Experience roundup
5 CX trends to look out for in 2023, assembled by CX Futurist Blake Morgan
Except for the 2008 crisis, economic growth across the globe in 2023 is predicted to be the slowest it’s been in 20+ years.
“I haven't been on a customer call in the past two months where someone didn't mention ‘do more with less’ as their top priority for 2023,” recalls Ultimate's CEO and Co-founder, Reetu Kainulainen. And this sentiment is shared by the top CX leaders out there, according to our research.
One of the most common ways businesses across the world are meeting this challenge head on is by shifting their focus from acquisition to retention. There are two simple reasons why: It’s cheaper and way less risky than trying to wow new customers from scratch.
Put together a customer journey team to follow CX journeys and optimize them where customers are getting stuck.
Track Customer Lifetime Value (CLTV) and repurchase rates to measure the value brand loyalty brings.
Customers hate unpleasant surprises - especially those that'll cost them time or money. Dependability builds trust.
As businesses are forced to grapple with new and creative ways to drive profit, they’re reevaluating the traditionally reactive role of customer support. They can't afford not to.
So how do you get your support to start paying for itself?
Incentivize your agents, reduce silos between sales and support, and systematically harness your CS team’s proximity to customers for insights to better serve them. Then, invest in the right tools to track the additional value you're generating this way.
Solution Architect, Ultimate
Train your support agents to know more about your product, then involve them on every step of the customer journey, including pre- and post sales.
Disengaged reps are much more likely to look for a new job than engaged reps. Incentivize your agents with a raise or promotion to generate value instead of footing the bill when they churn.
44% of our respondents weren't sure if CS automation was helping them generate revenue. Follow Telia's example and use technology to scale proactive support and track results from it!
Consumers have had it with phone queues, and businesses are taking note.
It's become commonplace to handle our life admin while brushing our teeth, between meetings, or while we’re stuck in traffic. The way we communicate digitally supports this shift: Asynchronous messaging, meaning messages we send over hours or days (vs. in real time), is on the rise.
WhatApp and Facebook messenger are quickly rising as go-tos for this type of support, but the old customer support evergreen email continues to hold its own.
VP of Customer Success, Ultimate
More channels = more volumes. Take your time to understand how new channels work and make sure you don't overwhelm your team -- and risk your customers' trust -- with a sudden spike in requests.
Async comms is a different beast to real-time chatting. For example, speed won't be your top KPI, resolution will. Focus on resolution and CSAT over AHT.
Async conversations can stretch over days, weeks, even months. Use automation to manage them all in one place -- your CRM -- so your customers NEVER have to bring you up to speed.
Customer experience is a key differentiator when it comes to consumers’ buying decisions, with 86% of consumers willing to pay more for a better experience. Knowing this, industry leaders are allocating funds to an area of business that has become more than a nice-to-have.
In 2023, a forward-thinking CX strategy has become a non-negotiable. It's connected to all of the trends we've covered on this page: retaining customers, creating revenue, and harnessing a growing appetite for async comms. This is why we’re going to see more top talent starting careers in CX — and making it to the very top.
Founding member, Women in CX
Customer support doesn't have to be a stopgap for anyone. Leverage their knowledge of your product, customers, and processes for more strategic roles.
Provide management and strategy training to equip your team with all the accompanying skills they need to move up to the C-Level and beyond.
Use automation to take care of the simple, repetitive tasks that are holding your agents back on their trajectories to more rewarding careers.
These trends were forecast by collating data from three sources.
First, we conducted two Ultimate-led surveys — one with respondents who have already embraced automation, and one with business leaders from our wider community that includes influencers and industry experts. The findings from these two surveys were then triangulated with anonymized usage data from more than 100 of our customers.
Browse the Customer Support Academy for more courses on how to improve customer support