CX and Customer Service in 2023: What You Need to Know
customer service representative smiling and wearing VR set in a modern office

The Future of Customer Service in 2023

It’s that time of the year again. Businesses are taking a look at their performance in 2022 and concocting strategies for the year ahead. But no strategy is complete without data to back it up. In order to deliver excellent customer service in 2023, it’s essential to keep a close eye on ever-evolving trends.

It can be challenging, though, to sift through and make sense of all the statistics out there. At Radius Global Solutions, we’re a global customer service outsourcing provider with decades of experience conducting market research and staying up-to-date on consumer trends.

Read on to learn how expectations are changing in 2023 and what your business can do to get ahead.


Customer Experience Digital Payment Trends

91% of CEOs believe customer centricity is essential for business growth. Customer centricity is all about understanding your customers’ challenges and expectations. Then, you can build your business strategy in a way that caters to these needs.

One of the best ways to deliver better customer experiences is to leverage digital payment technologies. It’s true that many customers still use cash when shopping in person. But according to McKinsey, over 80% of Americans use digital payments such as browser-based or in-app online purchases, in-store checkout via mobile phones or QR codes, and person-to-person transactions.

In 2023, consumers expect to have multiple options when making or receiving payments. That’s why many executives are focused on mobile applications and digital transformation technologies in general. When consumers have the flexibility to make purchases and engage with their favorite brands from a mobile app, they’re more likely to return in the future.

Not only are mobile apps growing by the minute, but digital wallets are also gaining traction year over year. Digital wallet consumers will reach four billion globally in 2023 for both in-store and online purchases. This is consistent with customers’ ever-growing expectations for convenient, instant service. Businesses that do not currently accept digital wallet payments should consider implementing this technology in the new year.


Contact Center Trends in 2023 (And Beyond)

Businesses that partner with contact center providers are already ahead of the curve in 2023. But contact centers themselves are seeing shifts in the future of customer engagement. Since these outsourced call centers are the ones who will be primarily interacting with your customers, it’s best to ensure that they are aware of these shifts.

Proactive customer service is much more effective than reactive customer service. One aspect of being proactive is seeking out ways to deliver even better service without your customers even having to ask. The latest technologies offer methods of engaging with your customers in ways that are more efficient, effective, and scalable.

By getting ahead and testing new technologies, you’ll be well-suited to outpace the competition. For example, Artificial Intelligence (AI) is a trend that we’ve been keeping an eye on, but it’s only expected to increase. Worldwide business spending on AI technology is expected to top $500 billion in 2023, according to IDC research.

At Radius, we incorporate AI technology into our call center solutions. Watch the video below to learn about our Radius Interactive Virtual Assistant (RIVA) and the benefits it can deliver for your business:



Retail Trends and Consumer Expectations

It may not come as a surprise that self-service checkout is here to stay in 2023. The self-service checkout market was worth $3.44 billion in 2021. This is already a significant number, but it’s only projected to increase at a compound annual growth rate (CAGR) of 13.3% between 2022 and 2023.

Driving this demand are the rising costs of retail store space combined with a shortage of employees and ever-increasing customer wait times. In 2023, retailers should know that customers are seeking increased personalization and efficiency in their retail shopping experiences. One of the ways businesses can do this is by leveraging chatbot technology.

Retailers can reap the benefits of decreased costs and less employee time spent answering common questions. And your consumers will be impressed at your 24/7 service and multilingual customer support. Chatbot technology for retailers also collects valuable customer data. For example, what questions do your customers typically ask? Are there any common issues that should be addressed?

Brands are also leveraging Augmented Reality (AR) and Virtual Reality (VR) to provide highly immersive customer experiences. AR and VR in retail are expected to grow at 24.8% CAGR to reach $17.86 billion by 2028. For example, H&M set up a designer booth in their Tokyo store when a new Star Wars movie premiered in Japan. At the booth, shoppers could put on Magic Leap augmented reality glasses to turn their plain t-shirts into customized apparel.

Both e-Commerce and physical retail businesses must stay on top of the best ways to deliver highly engaging customer experiences in order to compete in 2023.


Strengthen Your CX Strategy in 2023

Ready to face the year ahead with the tools you need to exceed your customers’ expectations? Radius Global Solutions is a contact center powered by the latest technologies designed to high quality, personalized customer experiences. Contact us today to learn more and partner with our tech-driven team.

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