Business Leaders Increasing Spending on Customer Engagement Technologies in 2023: Metrigy Study
In today’s competitive business landscape, customer satisfaction is key to success. As we look ahead to 2023, it’s clear that more companies are recognizing the importance of investing in customer engagement technologies. According to Metrigy’s 2023 Technology Spending Outlook global research study, a significant number of business leaders are planning to increase their spending on CX technologies by an average of 24%.
This shift in spending priorities highlights the growing recognition of the value that customer experience technologies can bring to businesses. From contact center solutions to CRM platforms, analytics tools, and AI-based virtual assistants, these technologies play a crucial role in enhancing customer satisfaction, reducing costs, and improving overall business performance.
Looking ahead to 2023, here are eight predictions for the future of customer experience technologies:
1. The three A’s (AI, analytics, and automation) will become more prevalent and strategic, helping organizations automate tasks, guide customers through self-service platforms, and assist agents in providing better support.
2. Customer insights and feedback will become more vital and widely used, enabling companies to make data-driven decisions and improve their customer service strategies.
3. Technology will help augment worker shortages, making existing employees more productive and filling in gaps in staffing.
4. CRM will become the core CX platform, integrating customer data and digital channels to provide a seamless customer experience.
5. CPaaS will be sought out for its ability to differentiate, allowing companies to improve customer touchpoints and communications.
6. Success in the contact center will expand to other areas of the company, with automated coaching and performance analytics being applied across various teams.
7. Hold times will become a thing of the past for most companies, as auto-callbacks and other technologies make waiting on hold a thing of the past.
8. Data will drive CX investments, with CX and IT leaders measuring success in new ways and drawing tight links between technology deployment and business success.
Overall, the future of customer experience technologies looks bright, with companies increasingly recognizing the value of investing in CX to drive business performance and meet customer expectations. As we move into 2023, businesses that prioritize customer satisfaction and leverage advanced technologies will be well-positioned to succeed in an increasingly competitive market.