Business
CSG’s State of the Customer Experience 2023 Report Uncovers Trending Areas for First-Class CX Strategy
Annual report gleaned from over 12 billion customer journey interactions provides actionable insights to navigate the digital journey for an exceptional CX
About this update from Csg Systems International, Inc.
[{"type":"text","content":"\nAnnual report gleaned from over 12 billion customer journey interactions provides actionable insights to navigate the digital journey for an exceptional CX\n\n DENVER--(BUSINESS WIRE)--\nCSG® (NASDAQ: CSGS), the leader in innovative customer experience, revenue management and payments solutions that make ordinary customer experiences extraordinary, today released The State of the Customer Experience 2023 Report. With data from over 12 billion global customer journey interactions and 710 million supported end consumers this year, CSG found that business leaders are feeling the need for speed to accelerate digital customer experiences (CX) but need help kickstarting their CX journey.\n\n“This year’s findings illustrate a clear runway for the future of customer experience,” said Mark Smith, Senior Vice President of Customer Experience at CSG. “Brand leaders are more eager than ever to board the CX plane but understand they first need a clear flight plan to get to their destination. This all starts with the basics – understand your customer, receive their trust by integrating security, and maintain the quality of non-digital experiences for customers who aren’t ready for the leap. Once you lay this solid foundation, the horizon for digital innovations in CX like digital wallets, virtual reality, and ‘phygital’ customer experiences is limitless.”\n\nThe CSG State of the Customer Experience 2023 Report focuses on the most important enhancements and strategies for brands to win at CX in the digital era. Here are the top four trends in customer experience:\n\n\nBusinesses are reorganizing from the top down to reinvigorate and unify CX efforts. To take to the skies, brands are pursuing a mix of transformational changes, like the creation of more CXO leadership roles and incremental enhancements to better understand the customer. This shift starts with the adoption of sophisticated AI (Artificial Intelligence) solutions to automate certain processes as well as customer experience technology like journey orchestration that supports real-time customer segmentation with intelligent decisioning and data analytics.\n\n\n\n\nIn a world of rapid digitalization, businesses cannot neglect non-digital, traditional processes. There will always be a portion of customers who prefer to have their boarding pass printed, handed to them by airline perso...