The document summarizes key findings from Zendesk's CX Trends 2023 report on the rise of immersive customer experience. It identifies 5 trends defining immersive CX: 1) empowering conversations through flexible AI, 2) evolving AI to handle complex queries, 3) deeper personalization, 4) unlocking sentiment data, and 5) integrating customer-facing teams. It provides discussion questions and steps for companies to assess their readiness and begin activating each trend to improve the immersiveness of customer experiences.
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The question we try to address in this report is: how is the Customer Relations responding in 2015 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report will address the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
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Customer success is a strategic approach where businesses proactively guide customers through a product journey to ensure they achieve their desired outcomes, thereby enhancing customer satisfaction, loyalty, and advocacy. It involves dedicated teams or individuals focusing on customer objectives from the initial purchasing phase through onboarding, usage optimization, and renewal, often utilizing data-driven methods to predict and respond to customer needs.
Customer Experience: Getting past the Barriers to Successsuitecx
This short thought leadership piece describes several barriers to success in Customer Experience (CX) programs and how to move beyond them with the right resources, tools and strategies.
Innovative Customer Service for Building Loyalty - Mindtreesamirandev1
Mindtree provides innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era. Click here to know more.
Best Innovative Customer Service | Mindtree AnikeyRoy
Mindtree provides all the innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era.
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
AGE OF EXPERIENCE, TRENDS RESHAPING THE FUTURE OF CUSTOMER SERVICE, by Gesner...Gesnerf
This report is the result of collaboration between Sitel’s employees and stakeholders from around the globe. Our company is now providing services through more than 61,000 employees in 21 countries on behalf of some of the best known brands in the world in the most diverse number of industries with global solutions that include customer acquisition, customer care, technical support and social media programs.
The question we try to address in this report is: how is the Customer Relations responding in 2015 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report will address the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
AI for customer success - An Overview.pdfStephenAmell4
Customer success is a strategic approach where businesses proactively guide customers through a product journey to ensure they achieve their desired outcomes, thereby enhancing customer satisfaction, loyalty, and advocacy. It involves dedicated teams or individuals focusing on customer objectives from the initial purchasing phase through onboarding, usage optimization, and renewal, often utilizing data-driven methods to predict and respond to customer needs.
Continual user experience optimisation: A guide to excellenceCRMT Digital
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Marketing operations brings together two or more departments to unlock business value. Done right, it works brilliantly. But there’s another idea that goes even further… uniting ALL departments for the benefit of the customer.
The basic ideas behind customer experience management (CEM or CXM) go back to old masters like Caples and Kotler. But it’s only in the last decade or so that technology has made them quantifiable. Modern data aggregation techniques, informing campaign creativity with data-driven customer insights, means CI for CX isn’t an end-of-project tickbox any more. It’s now a continual process.
This Slideshare shows you how it works.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like reducing churn, improving marketing and content strategies, leveraging data analytics, enhancing user experience, and setting the right cultural priorities. The overall message is that taking an alternative leadership approach focused on customers rather than just profits can lead to increased revenue, profitability, and competitive advantage.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
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The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
This document provides information about a company called SMS Customer Solutions and the services they provide to help businesses improve their customer experience. They offer services such as customer insights, customer experience improvement, customer relationship management systems, and customer-centric transformation. They have helped many organizations across different industries and regions improve customer satisfaction and business outcomes through implementing their customer experience framework and solutions.
Servosell is a leading marketing consulting firm for companies who want solutions built on analytical expertise, customer science, growth economics and deep research.
We work closely with more than 75,000 CxO across the globe and are the preferred medium for many to express their point of views and perspectives. We are instrumental in driving many innovative ideas, validating new concepts and providing actionable insights to Technology companies.
Our marketing solutions help companies to drive thought leadership, devise customer engagement for loyalty and retention, win deals, maximise opportunities, vet prototypes, plan expansion and prepare for change.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
More effective & future proof channel sales operations Qollabi
1) The document discusses how to transform channel sales operations to make them more effective and futureproof. It provides advice on conducting a gap analysis of processes, people, and tools and creating a roadmap to prioritize improvements.
2) It recommends creating a one-page problem statement to get all stakeholders on the same page about the challenges and opportunities in channel operations. This includes the current situation, key challenges, and a call to action.
3) The document also stresses the importance of understanding partners' needs and creating a shared mission and vision. It provides examples of domains where partners expect support, such as business relationship management, sales enablement, and incentive management.
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BlueSpire presented this financial trends webinar on Wednesday, Nov. 20. Our subject matter experts focused on the following points (among many) in the webinar:
• Content: Auditing your content across multiple channels and engagement that drives growth
• Branding and Design: Brand consistency as the “new black” and what’s new in design
• Multi-Channel Approaches: Making the shift to digital while still integrating print, responsive design pros and cons, email onboarding/triggering/drip campaigns, and latest recommendations on search and social
For more information, visit bluespiremarketing.com/blog.
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In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
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Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
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Read More: https://insightssuccess.com/the-10-most-trusted-customer-experience-management-solution-provider-2022-december2022/
What is the Difference Between Customer Experience and Customer Service?
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The Critical Relationship Between DSM Programs and Customer ExperienceE Source Companies, LLC
If you’ve been running demand-side management (DSM) programs for a few years, you know where you need to focus—or do you? Historically, if you homed in on energy savings, cost- effectiveness, and regulatory compliance, that’d be enough to meet your regulatory obligations and pick some low-hanging efficiency fruit. But in today’s rapidly changing energy landscape, that’s no longer enough. Your customers—you’re not still calling them “meters” or “ratepayers,” are you?—have never had more choices or been more informed about energy than they are today. Their expectations are high, and they don’t have to come to you to get those expectations met.
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Overview of WWDC 2024 Keynote Address.
Covers: Apple Intelligence, iOS18, macOS Sequoia, iPadOS, watchOS, visionOS, and Apple TV+.
Understandable dialogue on Apple TV+
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Access to ChatGPT with a guest appearance by Chief Data Thief Sam Altman!
App Locking! iPhone Mirroring! And a Calculator!!
Continual user experience optimisation: A guide to excellenceCRMT Digital
Aiming for continual improvement of marketing performance with data aggregation techniques.
Marketing operations brings together two or more departments to unlock business value. Done right, it works brilliantly. But there’s another idea that goes even further… uniting ALL departments for the benefit of the customer.
The basic ideas behind customer experience management (CEM or CXM) go back to old masters like Caples and Kotler. But it’s only in the last decade or so that technology has made them quantifiable. Modern data aggregation techniques, informing campaign creativity with data-driven customer insights, means CI for CX isn’t an end-of-project tickbox any more. It’s now a continual process.
This Slideshare shows you how it works.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like reducing churn, improving marketing and content strategies, leveraging data analytics, enhancing user experience, and setting the right cultural priorities. The overall message is that taking an alternative leadership approach focused on customers rather than just profits can lead to increased revenue, profitability, and competitive advantage.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
This document provides information about a company called SMS Customer Solutions and the services they provide to help businesses improve their customer experience. They offer services such as customer insights, customer experience improvement, customer relationship management systems, and customer-centric transformation. They have helped many organizations across different industries and regions improve customer satisfaction and business outcomes through implementing their customer experience framework and solutions.
Servosell is a leading marketing consulting firm for companies who want solutions built on analytical expertise, customer science, growth economics and deep research.
We work closely with more than 75,000 CxO across the globe and are the preferred medium for many to express their point of views and perspectives. We are instrumental in driving many innovative ideas, validating new concepts and providing actionable insights to Technology companies.
Our marketing solutions help companies to drive thought leadership, devise customer engagement for loyalty and retention, win deals, maximise opportunities, vet prototypes, plan expansion and prepare for change.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
More effective & future proof channel sales operations Qollabi
1) The document discusses how to transform channel sales operations to make them more effective and futureproof. It provides advice on conducting a gap analysis of processes, people, and tools and creating a roadmap to prioritize improvements.
2) It recommends creating a one-page problem statement to get all stakeholders on the same page about the challenges and opportunities in channel operations. This includes the current situation, key challenges, and a call to action.
3) The document also stresses the importance of understanding partners' needs and creating a shared mission and vision. It provides examples of domains where partners expect support, such as business relationship management, sales enablement, and incentive management.
Financial Marketing Trends for 2014: What You Really Need to KnowBluespire Marketing
BlueSpire presented this financial trends webinar on Wednesday, Nov. 20. Our subject matter experts focused on the following points (among many) in the webinar:
• Content: Auditing your content across multiple channels and engagement that drives growth
• Branding and Design: Brand consistency as the “new black” and what’s new in design
• Multi-Channel Approaches: Making the shift to digital while still integrating print, responsive design pros and cons, email onboarding/triggering/drip campaigns, and latest recommendations on search and social
For more information, visit bluespiremarketing.com/blog.
Demystifying UX, CX and Digital TransformationMelissa Wilfley
I presented this talk for the WPP/Wunderman Thompson Singapore educational series.
In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
How to Improve Customer Experience with Multi-Channel MarketingTakeVivek Srivastava
Understand the needs, wants, and preferences of your target audience . Track customer behaviour, patterns, and adapt to accommodate shifts #webinar with @leadsquared #marketingautomation www.upturnc.com
Top six trends of customer service in 2015 forrester reportConvergeHub
The document discusses 6 key trends in customer service that Forrester predicts will emerge in 2015 according to a recent report. The trends are: 1) emerging channels for customer service like web, mobile, and video chat; 2) proactive customer engagement through anticipating needs; 3) preemptive customer service through smarter products and automation; 4) cognitive engagement through computing systems; 5) predictive analytics to offer tailored service; and 6) consolidation of customer service technologies.
Raising customer experience bar with cx toolseTailing India
Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
We see a guide to implement CX reforms with these below tools:
1. JOURNEY MAPPING
Journey mapping uses data gathered from surveys, customer interviews and focus groups to understand exactly how users engage with an organization.
Digital Marketing Strategy Proposal 2010Mark Waldo
The document outlines a digital strategy for Commvault's interactive properties with the goals of optimizing sales, acquiring customer information, and retaining existing customers. It discusses balancing tactics for obtaining contact information with providing valuable content and experiences. The strategy involves defining personas, understanding buying cycles, and improving the brand, messaging, and usability of interactive touchpoints. Key steps include evolving personas, finding opportunities in the buying cycle, improving customer insights, and refreshing sites to advance the digital brand through better information architecture and design.
The 10 Most Trusted Customer Experience Management Solution Provider 2022.pdfInsightsSuccess4
This edition features a handful of Most Trusted Customer Experience Management Solution Provider that are at the forefront of leading us into a digital future.
Read More: https://insightssuccess.com/the-10-most-trusted-customer-experience-management-solution-provider-2022-december2022/
What is the Difference Between Customer Experience and Customer Service?
Customer service is the direct one-to-one support that you offer to customers before, during, and after they purchase a product or service, and represents one small part of the full customer journey.
By contrast, customer experience encompasses all the interactions that they have with your brand.
12 Key Secrets to Boost Your Sales Funnel and Lead Nurturing in 2024.pptxDaycrest
Unlock the secrets to dramatically enhancing your sales performance with our comprehensive guide, meticulously tailored for the contemporary business landscape. Dive deep into a treasure trove of straightforward, yet profoundly effective adjustments you can apply to your sales process immediately. This guide is a culmination of cutting-edge strategies, refined and updated to align seamlessly with the demands and nuances of today's business world. It's not just about the basic steps; we delve into the intricacies of customer psychology, digital marketing tools, and emerging market trends. Learn how to leverage social media platforms to widen your reach, understand the power of analytics in shaping customer-centric approaches, and discover the art of crafting compelling narratives that resonate with your audience. Furthermore, we provide insights into managing customer relationships more effectively, using data-driven techniques to predict and respond to market shifts, and optimizing your sales funnel for maximum conversion. This extensive guide is your roadmap to transforming your sales approach, making it more efficient, responsive, and, most importantly, more profitable in today's fast-paced, ever-evolving business environment. Equip yourself with these vital strategies and watch your sales figures soar as you implement these easy yet transformative tweaks to your sales process.
The Critical Relationship Between DSM Programs and Customer ExperienceE Source Companies, LLC
If you’ve been running demand-side management (DSM) programs for a few years, you know where you need to focus—or do you? Historically, if you homed in on energy savings, cost- effectiveness, and regulatory compliance, that’d be enough to meet your regulatory obligations and pick some low-hanging efficiency fruit. But in today’s rapidly changing energy landscape, that’s no longer enough. Your customers—you’re not still calling them “meters” or “ratepayers,” are you?—have never had more choices or been more informed about energy than they are today. Their expectations are high, and they don’t have to come to you to get those expectations met.
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2. Agenda
Agenda
A look at the rise of immersive CX & why it matters
5 trends defining the new standard of immersive CX
How to begin acting upon the trends to make
experiences more immersive to maximize CX impact
Identify, plan, and track progress towards immersive CX with
important stats, questions, and steps
3. CX is continuing to
evolve and Zendesk
found immersive CX is
fast becoming the new
standard, redefining
how companies engage
with their customers
Source: Zendesk CX Trends 2023 (Global)
Immersive CX represents a significant shift
to more fluid, natural, and uninterrupted
interactions.
Consumers expect brands to meet them
where they are, and under their terms
through seamless and engaging
interactions that keep them in the moment.
Immersive CX is fueled by 5 tangible trends
defining the next evolution of great
experiences. Leading brands are already
embracing them.
Methodology:
Survey data from nearly 3,700 consumers and 4,800
business leaders, alongside findings from over 99,000
Zendesk Benchmark participants shaped our CX Trends
2023 report.
4. 74% of consumers who often interact
with support say their CS standards
have risen over the past year.
The shift towards more
immersive CX has been
accelerated by several
factors
● Pandemic and post-pandemic CX
investments have paid off, setting a
higher bar for customer experience.
● Leaders recognize the critical and
expanded role of CX; they are
investing more in CX to remain
competitive and to drive key
business results.
● Clear and elevated consumer
expectations are driving businesses
to develop more immersive
experiences across all the
touchpoints they use.
70% of consumers spend more with
brands that provide a seamless
experience between all of points of
contact.
71% of leaders are rethinking the entire
customer journey to build a more
fluid experience.
Source: Zendesk CX Trends 2023 (Global)
5. 5 Trends Defining the New Standard of Immersive CX
Enable flexible conversations to give consumers
what they want when they want
Businesses need to get their act together to avoid
missing the mark on personalization
Strong relationships will rely heavily on harnessing
consumer emotions yet teams are unprepared
Businesses have worked out initial AI kinks; now
there’s a new hill to climb
Bringing teams together leads to increased
revenue and better experiences
Empowering Conversations
Evolved AI
Deeper Personalization
Unlocking Sentiment
Integrated Teams
Source :Zendesk CX Trends 2023 (Global)
6. CX TRENDS 2023
Use the following slides to help
your organization move towards
offering more immersive
experiences
7. Questions for discussion:
❏ How effective is our current bot at handling more complex questions?
❏ Can our bot handle multiple questions at once?
❏ Does interacting with our bot feel conversational or mechanical?
❏ How are we using AI to personalize interactions with our customers?
❏ Is our organization lagging or leading in using AI/bots for CX?
❏ What are the barriers to improving our AI/chatbots? (For example, data silos)
How to activate this trend:
● Build flexibility into AI planning to take advantage of advances.
● Ensure your AI is able to handle multiple, complex questions.
● Personalize and deliver chatbot responses in a conversational way.
● Think about how AI could help free up agents time by analyzing tickets for triage or
routing.
Business must understand that AI approaches
must evolve with advances - implementation
isn't complete.
Important Stats:
72% of leaders say
expanding the use of AI
across their CX is an
important priority this
year.
67% of businesses plan
to increase spending on
AI over the next year.
64% of consumers want
bots to provide the
same level of service as
humans.
01
TREND
Source: Zendesk CX Trends 2023 (Global)
CX
TRENDS
2023
8. CX
TRENDS
2023
Questions for discussion:
❏ Do we currently make it possible for consumers to engage with someone
immediately when contacting our company? How long do they have to wait?
❏ Does our current customer service solution enable us to handle tickets across all
support channels from one place?
❏ What changes do we need to make to our customer journey to build a more fluid,
immersive customer experience?
❏ How are we currently using messaging channels like WhatsApp and direct
messages on social media to handle customer service issues?
How to activate this trend:
● Enable consumers to engage and get assistance across the channels and spaces
they use most.
● Provide the ability for interactions to stop and start across channels and spaces.
● Help customers get assistance without interrupting or removing them from their
primary task.
Ensure you are offering more conversational
experiences to maintain customer connections.
Important Stats:
72% of consumers
expect to engage with
someone immediately
when contacting a
company.
66% of consumers
would spend more with
a brand that enables
them to converse on
one channel and pick it
up on another.
60% of leaders say they
haven’t implemented
conversational
customer service but
want or are planning to.
02
TREND
Source: Zendesk CX Trends 2023 (Global)
9. Questions for discussion:
❏ How are we currently personalizing the customer experience in person and
online?
❏ Are we effectively using our customer data to personalize CX? Which data are we
using?
❏ How well are we doing at retaining customers? What role could personalization
play in improving retention?
❏ To what degree are we applying customer service data to improve other areas of
our business, like sales and marketing or operations and distribution?
How to activate this trend:
● Leverage customer service data for personalization.
● Don’t let data get stuck in silos.
● Pass data to agents and bots so they can act on it.
● Ensure you 2023 plan accounts for personalizing experiences beyond traditional
marketing activities.
Develop a personalization plan that ensure
every interaction demonstrates a deeper
understanding of your relationship.
Important Stats:
79% of leaders believe
service data is
important and should
be leveraged more for
personalization.
77% of leaders agree
personalization
increases customer
retention.
62% of consumers feel
most companies could
be doing a better job
personalizing their
experiences in-store
and online.
03
TREND
Source: Zendesk CX Trends 2023 (Global)
CX
TRENDS
2023
10. Questions for discussion:
❏ What is our current CSAT? How frequently are customers having bad experiences,
or giving us below-average satisfaction scores?
❏ Are there areas in our customer service that frustrate our customers or make
them react negatively?
❏ Are we currently collecting and using customer sentiment data? Why or why not?
❏ How could we use sentiment analysis to personalize our customer experience for
customers who are frustrated?
❏ Are we analyzing trends in customer service tickets into opportunities to educate
customers or improve their experiences?
How to activate this trend:
● Formally track and leverage sentiment data to understand customer pain points
with your products and services.
● Use sentiment data to shape a customers’ journey.
● Use out of the box solutions that automate capturing of sentiment data.
Formally track customer emotional data across
interactions to improve experiences and drive
results.
Important Stats:
71% of organizations
have proactively tried to
improve customer
wellbeing over the past
year.
66%: of consumers who
often interact with
support said a bad
interaction can ruin
their day.
Only 22% of leaders and
managers say that
customer sentiment is
used to personalize the
experience a customer
receives.
04
TREND
Source: Zendesk CX Trends 2023 (Global)
CX
TRENDS
2023
11. Questions for discussion:
❏ Which teams do my customers currently reach out to the most? Why?
❏ What are the most common reasons why teams can’t answer customer
questions? Are they missing data we could give them?
❏ How are we getting important customer context (purchase history, past
interactions, etc) to agents to improve our customer service?
❏ What teams should we be encouraging to work more closely to improve
customer experience? Should we combine any departments?
❏ What are the current obstacles to having a more seamless transfer of customer
context across our organization?
How to activate this trend:
● Evaluate internal CX processes to understand the teams, tools, and data used at
each step of the customer journey.
● Ensure that the CX tools you use are flexible to adapt to shifting consumer
demands.
● Consider merging CX teams or capabilities.
It’s time to rethink and change the way teams
are structured, the way they share data, and the
way they collaborate.
Important Stats:
77% of leaders who view
their service
departments as cost
centers wish they were
revenue drivers.
72% of leaders agree
merging teams and
responsibilities around
CX would increase
operational efficiencies
64% of leaders say their
organization has plans
to merge CX
responsibilities or teams
in the year.
05
TREND
Source: Zendesk CX Trends 2023 (Global)
CX
TRENDS
2023
12. With Zendesk for
Service you can
deliver more
immersive
experiences
Ensures your customers can have fluid,
natural conversations across their journey.
Helps bots have meaningful conversations
at scale.
Enables deeper personalization by
integrating systems and by automatically
tailoring experiences.
Predicts intent and customer sentiment
with automation and AI.
Makes it easy for teams to work together
using their existing tools.
Source: CX Trends 2023, Zendesk customers compared to non-Zendesk customers
Source: Zendesk CX Trends 2023 (Global)
ZENDESK
CUSTOMERS ARE
35%
more likely to rate the quality of CX
provided by their organization as
excellent.
ZENDESK
CUSTOMERS ARE
20%
more likely to say they’ve seen a
positive ROI on their customer
service technology over the past
year.