In our latest research, which we commissioned from international strategy and research agency MTM, we explore how both brands and consumers are feeling about five major trends we expect to impact CX, including immersive shopping, intuitive technologies, and retail media networks.
Marketing Trends
The result – Beyond the Metaverse: CX Predictions for 2023 – is packed full of insights that will shape your CX plans for the year ahead and further into the future.
Trend 1: Everything-is-an-Ad-Network
As the foundations of digital advertising are upended, a new model is emerging – one where everything becomes an ad network.
Trend 2: Anything-as-a-Service
Brands are exploring how servitization can help them extend the customer relationship beyond the point of purchase.
Trend 3: Seamless Service
Advances in AI are enabling businesses to streamline critical touchpoints in the customer journey.
Trend 4: Intuitive Technology
The evolution of sensing, signal processing, and Al is creating more intelligent systems capable of understanding us intuitively.
Trend 5: Immersive Shopping
Advances in AR, VR, and AI are transforming the shopping experience.
Source - Axiom
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