Beyond the Metaverse:
CX Predictions for 2023

Everything is an ad network

Ad networks, and especially retail media networks (RMNs), are attractive to advertisers because they engage consumers during the purchase journey. 55% of businesses believe RMNs can deliver higher conversion rates because ads are delivered while consumers are actively shopping.

Anything-as-a-Service

The Anything-as-a-Service (XaaS) baton has been passed from the IT sector across multiple industries, resulting in models as diverse as Banking, Commerce and Mobility as-a-service.

And with 86% of consumers subscribing to video streaming platforms, there’s a good chance you’re already quite familiar with Entertainment-as-a-Service.

Seamless service

Automation in customer service has so far been limited to basic chatbots. But that’s all about to change.

Breakthrough developments in conversational AI and advances in biometric identity verification, as well as increasing customer willingness to engage with automated systems, mean you can access a new generation of digital assistants that are ready to work hand-in-hand with their human counterparts.

Intuitive technology

The pandemic accelerated development and deployment of touch-free, intuitive technologies such as speech and voice recognition, facial recognition, gesture recognition, and emotion recognition. But adoption is only just starting to accelerate.

Immersive shopping

The report explores how brands are using technologies such as virtual try-on, virtual showrooms, 3D modeling, in-store AR, and visual search to bridge the gap between the physical and digital worlds and create shopping experiences

Customer data sharing in the spotlight

The CX Revolution

Navigating the journey to better data driven customer experience