In the news

HGS 2023 Predictions: A new era of customer experience and digital transformation

Larry Fleischman, Senior Vice President at HGS

Article originally published on VMBlog

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.


Is data privacy at risk with ChatGPT?
12 Vital metrics and KPIs to measure contact center performance
HGS mourns the loss of Srichand Parmanand Hinduja
5 Ways ChatGPT improves customer experience