Customer Experience Trends 2023

When it comes to Customer Experience, things are evolving fast.

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Companies are constantly finding new ways to make the customer journey more efficient. In the past, customer experience was often overlooked — but that’s quickly changing. More businesses are realising how critical it is, not just for customer loyalty, but for long-term growth — especially during economically challenging times.

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We’ve gathered the top trends that will shape customer experience in 2023 — and how you can get ahead of them.

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Self-reported data

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With stricter data privacy regulations making it harder to track users behind the scenes, self-reported data is becoming increasingly important across all departments.

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In the context of customer experience, relying solely on quantitative metrics is no longer enough. More companies are now investing in tools that collect qualitative, self-reported feedback directly from customers.

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By actively gathering this kind of input, you gain deeper insights into how your experience is perceived — and what needs to be improved. These insights can then ripple throughout your organisation, driving better decisions across marketing, product, and support.

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Gamification

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To deliver great customer experiences, you need motivated employees. And that’s a challenge.

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Support roles often have high turnover, and the average tenure of a customer service agent is shorter than in many other roles. But here’s the thing: the longer an agent stays, the better the experience they deliver.

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That’s where gamification comes in.

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Gamifying performance — for example, by using scoreboards to track KPIs or implementing achievement systems that let agents “level up” — can make work more engaging and rewarding.

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The result? More motivated agents, longer retention, and better service for your customers. A win-win-win.

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Automation

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Customer Experience teams often don’t get the same budget love as sales or marketing — which means every krona (or dollar) needs to go a long way.

That’s why automation is becoming essential. It’s been on the rise for years, but 2023 is the year it goes mainstream.

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Thanks to increasingly advanced AI chatbots, businesses can automate large portions of their support without compromising the customer experience. Let a bot handle the simple, repetitive questions — and route the complex cases to your human agents.

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Other smart automations include integrating your live chat, phone, and ticketing systems. That reduces manual work, lowers handling times, and cuts costs — freeing up your budget for CX-boosting activities.

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Bot–human hybrid teams

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As powerful as AI is becoming, we’re not quite ready for bots to take over all of customer support.

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That’s why many organisations are embracing the bot–human hybrid model — where bots and agents work together in real time.

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For example, chatbots can:

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• Collect basic info (like name, order number, etc.) before a human steps in
• Suggest quick replies for agents to use in conversation
• Handle repetitive follow-ups that would otherwise take up agent time

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This collaborative approach leads to faster support, less manual work, and a smoother experience for customers.

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Exciting times ahead

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Customer expectations are rising. But so are the tools and strategies available to meet them. Whether you’re automating support, gathering deeper insights, or motivating your team — 2023 is the year to take your CX game to the next level.