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HGS 2023 Predictions: A new era of customer experience and digital transformation
Larry Fleischman, Senior Vice President at HGS
The post-pandemic world has had a major impact on companies in terms of their digital presence, as consumers were forced to shift from traditional brick-and-mortar experiences to predominantly (if not solely) online. This shift in preference has resulted in companies investing in digital solutions that resulted in better CX, a trend that followed us into 2022 and will continue to do so into 2023: over 65% of companies have stated they are increasing CX spending in the next year, by an average of 24%.
As the CX landscape continues to evolve in 2023, here are some key trends that will be affected in 2023.