Customer Experience Trends 2023 - Conversational experiences

Customers want fluid, natural conversational experiences in which they are in control – they can choose where the conversation goes across channels as well as when the conversation pauses and resumes. Businesses are building a more fluid CX, especially as a majority of consumers would spend more with companies that allow them to start a conversation on one channel and pick it up on another – without needing to repeat themselves.

Zendesk CTO Adrian McDermott is joined by Sr. Director Teresa Haun and host Jay Baer to discuss the latest CX trends.

Check out the CX Trends 2023 Report 👉 https://zdsk.co/cxtrends2023

Timestamps:

0:00 - Intro

0:26 - Inbound customer service requests

1:21 - Modern communication impacting CX expectations

1:52 - Brand tone/guidelines

2:21 - Conversational experiences solving problems

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#customerexperience #2023 #conversation