The Essential Customer Experience Trends to Look Out For 2023

It isn’t a secret anymore that the CX landscape is evolving rapidly. Modern customers expect every business interaction to be personalized, streamlined, and convenient. Now the question arises—how can brands deliver on it and stay ahead of the competition? The key is to invest in innovative AI technologies.

But to invest better, you need to stay up-to-date, and keep up with the latest AI-based trends in 2023 and beyond.

Here are the top AI-powered CX trends that will help you be on the top of the heap:

1. Hyper-Personalization Will Become the New Normal

80% of consumers are more likely to shop from brands that offer personalized experiences.

Personalization has transformed far beyond simply addressing customers by their names in the email. Now, the whole new level has been unlocked where by collecting real-time customer data and analytics, such as browsing history, purchase history, etc, organizations can use this information to curate tailored and relevant experiences at every touch point of the customer journey.

Netflix and Spotify are perfect examples of this. They have been successfully leveraging ML algorithms to provide custom recommendations based on users’ search and watch history, geographical location, etc. Doing so allows them to cater to their users’ preferences and build a unique experience.

2. The Rise of Automated ML for Streamlining Tasks

Automated ML, also known as AutoML, helps professionals like data scientists, analysts, and developers build ML models with high scale, efficiency, and productivity while sustaining the model’s original quality.

Not to mention, it is a boon for the CX industry for its ability to streamline tasks. One of its major use cases is to make customer feedback management more efficient. How you may ask?

Businesses can classify customer feedback by leveraging AutoML Tables. These AI-enabled classifications then can be utilized to send automated responses, route complaints, and other actionable feedback to support agents. By flagging selected feedback as a high priority, they can bring critical issues to the surface, thereby improving the resolution time and overall customer experience.

3. Chatbots and Virtual Assistants to Get More Intelligent

Chatbots are one of the most popular channels for customer support. After all, they direct customers to the answers or needed information they need, helping them solve their own issues.

2023 is expected to be the bumper year for chatbots, as they are likely to become more human, rather than simply mimicking human interactions. The credit goes to the huge leaps in artificial intelligence!

More capable AI promised to make chatbots smarter and more personalized. Here’s how:

They will be better at carrying on their end of the conversation, via both text and voice.
They will be able to discern customer intent, thereby helping them with more relevant information.

The most fitting example would be virtual assistants like Siri and Alexa. They not only engage users with lively conversations but also provide instant solutions to all queries. This helps enhance the CX and build customer engagement.

Ready To Step Your CX Game in 2023?

AI and ML are the future pioneers of the customer experience world and will continue to grow rapidly. Leveraging these revolutionary technologies will bridge the gap between evolving customer needs and what you can deliver to take your CX to the next level.

Don't worry, SearchUnify is going to be your best friend in your journey to level up your CX game :)