As businesses continue to evolve and compete in today’s highly digital and connected world, the importance of excellent customer experience management cannot be overstated. With the rise of social media, review sites and platforms such as marketplaces, customers now have more power than ever to share their experiences with others. As a CX Trends 2023 case study by Zendesk found out, 66 per cent of customers said that a bad interaction with a business can ruin their day.

If the last year taught us anything, it’s that we must stay flexible and agile in response to market conditions. From the ongoing effects of the pandemic to the war in Ukraine and cost of living crisis, 2022 saw customer service businesses rocked by new obstacles and challenges that forced them to evolve their customer experience (CX) approach to navigate the changing landscape.

Despite the accelerating pace of Generative and Conversational AI innovation disrupting contact centers, today’s customer experience (CX) agents are under the same pressure points as always – business performance pressures from one side and demanding customer expectations from the other.