Customer Experience Trends: 5 ways to drive growth and revenue in uncertain times

A short while ago, companies were relieved to be released from lockdown and were filled with joy as they prepared to embrace a new normal. Nevertheless, as 2023 progresses, it not only brings forth new chances and projects but also brings forth a fair amount of difficulties and frustrations across a variety of industries.

Navigating these obstacles can be especially difficult for businesses in the retail sector due to the rising expectations of their customers and CX trends. According to a survey that was published in 2023, 67.74% of companies indicate that the quickest possible resolution is the top customer expectation from service teams, reflecting the current CX trends. It is now required of retailers to provide great support across a variety of channels, to optimize customer interactions to give contextual assistance, to efficiently increase their operations while keeping costs under control, and to scale efficiently, all in line with the latest CX trends.

We engaged some of the most forward-thinking thought leaders in the CX field to identify forthcoming goals and important takeaways for retail firms in the year 2023, keeping in mind the evolving customer experience trends. This helped us strike the correct balance between meeting customer expectations and implementing efficient operational strategies to drive success in the retail industry while staying aligned with the latest CX trends. By staying ahead of CX trends and incorporating insights from CX thought leaders, retailers can position themselves for growth and excellence in customer service in the dynamic landscape of 2023. Embracing the latest CX trends allows retailers to gain a competitive edge and build lasting relationships with their customers, ultimately leading to sustainable business success in the ever-changing retail market.

1. Expand support with the help of self-service options

Retail companies need to make investments in technology that enables scalable operations while staying within their budgets so that they can keep their competitive advantage and align with customer experience trends. Customers can have the seamless experience that they want without the need for large workforce expansion if self-service solutions and chatbots are given priority in the business. Surprisingly, 76 percent of customers around the world would rather look for answers on their own rather than get in touch with customer service.

Customers can be given the ability to obtain answers quickly and easily by putting in place a self-service portal that contains a knowledge base that is well-organized and simple to search, reflecting the current customer experience trends. This knowledge library ought to cover a wide range of issues, including shipping, pricing, and return policies, among others. Access to this knowledge base can be expanded for customers of a company in several ways, including through the use of intelligent chatbots on a variety of digital platforms, such as in-app and messaging channels, as well as through the company's website. When these chatbots are given the necessary training, they may quickly direct clients to answers to their problems, allowing human-help employees to focus on more complicated inquiries, which ultimately results in a more satisfying experience for the customer. By embracing self-service solutions and chatbots in line with the evolving customer experience trends, retail companies can improve customer satisfaction, optimize their operational efficiency, and maintain a competitive edge in the market.

2. Recognize the importance of engaging in dialogue as the new norm

Customers are increasingly communicating with brands through instant messaging platforms such as WhatsApp, Facebook Messenger, SMS, LINE, Instagram Direct Messages, and Apple Business Chat, aligning with the current customer experience trends. They have the same expectations for the degree of contact they have with customer support representatives as they do with their friends and family. To effectively meet the expectations of their customers and stay ahead in the market, businesses need to adapt to this trend.

Customers may get the speed and convenience they want using asynchronous messaging channels, which also provide them the ability to manage the pace at which their interactions progress, in line with the customer experience trends. However, consumers yearn for personalized encounters rather than generic responses that ignore the particular requirements of each customer. 71% of consumers anticipate receiving tailored engagements, as stated by research by McKinsey.

For a company to succeed at real-time engagement by the customer experience trends of 2023, it must have individualized discussions on a large scale. The transition to messaging applications has already taken place on the consumer side; thus, businesses need to equip themselves to manage this transformation and give the individualized experience that consumers want. By embracing real-time engagement through personalized messaging channels, businesses can foster stronger customer relationships, enhance customer satisfaction, and create meaningful interactions that drive customer loyalty and brand advocacy, in line with the latest CX trends for 2023. 

This proactive approach to real-time engagement enables businesses to stay ahead of customer expectations and leverage CX trends 2023 to their advantage, offering a seamless and personalized customer experience that sets them apart from their competitors. With the ever-increasing importance of CX trends in 2023, businesses that prioritize real-time engagement and personalized interactions will undoubtedly thrive in the highly competitive landscape of the customer-centric market.

Download Freshworks's whitepaper to learn more on The New CX Priorities only on Whitepapers Online.