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CX Trends 2023: Immersive CX marks the dawn of a new era in service | Zendesk Singapore
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class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 eSGwgQ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB sc-ca1478c-0 ddSPwE"><a href="/sg/blog/tags/best-practices/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 hPvZoB" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Best practices</span></a> <!-- -->•<!-- --> <!-- -->3 min read</h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">CX Trends 2023: Immersive CX marks the dawn of a new era in service</h1><p class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By Adrian McDermott, Chief Technology Officer, Zendesk</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last updated September 13, 2023</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/sg/blog/tags/artificial-intelligence/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 culUHm" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Tagstyle__TagText-sc-1uuac66-0 kjAPec">AI and automation</span></a><a href="/sg/blog/tags/reports/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 culUHm" data-garden-id="buttons.anchor" 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src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="CX Trends 2023" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/CXTrends2023.png" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 qMACC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If there has been one constant over the past three years, it is change – how we work, live and consume have all been radically transformed. As a result, businesses have witnessed dramatic shifts in consumer expectations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This period of widespread change has led many businesses to invest more in the customer experience, and as 2023 begins, the scope of consumer demands has come into sharper focus. Zendesk’s research has revealed that customers increasingly expect immersive experiences, and for those businesses that have responded to those demands, their strategic investments have started to pay off. </p><blockquote><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">77% of business leaders have seen positive ROI on investments in immersive experiences.</p></blockquote><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As a result, business leaders have begun to embrace the idea that meeting consumer demands for immersive experiences will result in tangible revenue gains. Zendesk discovered that 81% of leaders see customer experience and support as growing priorities in the coming year. While many continue to keep a close eye on uncertain economic conditions, a sense of cautious optimism prevails.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">So what is immersive CX, and how can you create the kind of customer experiences that will help your business remain competitive in a rapidly changing market? Let’s take a look.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is immersive CX?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Simply put, immersive CX means natural, fluid interactions with companies. That can range from chatbots that closely mimic real human beings to conversational experiences in which a customer can begin an interaction on one channel – say, messaging – and then switch to another mode of communication without a hitch.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Immersive CX offers something powerful to customers: the ability to be truly seen and heard, to be treated not as transactions or tickets but as the valued customers they are. As we move into this rich new territory, the benefits will be considerable: businesses that make strategic investments in immersive CX can expect to see greatly strengthened customer relationships. And considering that customers have little patience for bad experiences – 73% will leave for a competitor after multiple poor interactions, and more than half will bolt after a single bad experience – companies must recognise and respond to what consumers are telling them.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">The trends driving the move towards immersive CX</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk’s research – which included a global survey of nearly 3,700 consumers, another global survey of nearly 4,800 business respondents and Zendesk Benchmark product usage data from more than 99,000 opted-in companies – revealed five distinct trends driving the move toward immersive CX. The <a target="_blank" rel="noopener noreferrer" href="https://cxtrends.zendesk.com" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">2023 Zendesk Customer Experience Trends Report<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> explores these trends in detail.</p><div class="accent-box accent-tofu"><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 hhFmhj" color="kale"><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Trend 1:</h3><br/> <strong>AI experiences are becoming more evolved and seamless</strong></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Trend 2:</h3><br/> <strong>Conversational experiences are empowering consumers</strong></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Trend 3:</h3><br/> <strong>Customers are eager for deeper personalisation</strong></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Trend 4:</h3><br/> <strong>Consumer well-being and sentiment are reshaping CX</strong></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Trend 5:</h3><br/> <strong>CX teams are breaking down silos as they become more integrated</strong></div></li></ul></div><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Will your business be prepared for immersive CX?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In our 2023 Zendesk Customer Experience Trends Report, we provide actionable insights that will help your company chart a path forward during this transformative era in customer support. To learn more, download the report and take advantage of Zendesk events that will shed even more light on the rise of immersive CX.</p></div></div></div></div></div></div></section></article><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span 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class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV"> CX Trends 2023</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Learn more about the five trends shaping customer experience today and how they impact your business.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a target="_blank" rel="noopener noreferrer" href="https://cxtrends.zendesk.com/?utm_source=smarp&utm_medium=organic_social&utm_campaign=OS_smarp_AM_US_EN_A_All_AW_FAN-cx-trends-2023-Report-All-NonBoosted-Haiilo--NoEX_T3_A_H&utm_term=&utm_content=Report__" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ccaaIc" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Read the free report<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 iqteIG Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 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Learn what other CX Champions are doing to continue providing innovative service.</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/sg/blog/tags/reports/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 culUHm" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Tagstyle__TagText-sc-1uuac66-0 kjAPec">Reports</span></a></div></div></div><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 kMMbdA"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/riser+icon.png"/></noscript></span></span></div><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB sc-ca1478c-0 ddSPwE"> <!-- --> <!-- -->4 min read</h2><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/sg/blog/cx-risers/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Rising to the top, these CX leaders are up for solving complex service challenges</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? 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That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends.","_yoast_wpseo_primary_filter_tag_blog":"100","_encloseme":"1","blog-post-gated-enable":"1","blog-post-gated-img":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/cxtrends2023thumbnail.png","blog-post-gated-headline":" CX Trends 2023","blog-post-gated-subheadline":"Learn more about the five trends shaping customer experience today and how they impact your business.","_tms_delivery":"2023-01-25 16:00:45","_edit_lock":"1694571772:4021","_edit_last":"4021","_pingme":"1","_wp_old_date":"2023-01-26","_wp_old_slug":"cx-trends-2023-immersive-cxutm_sourcelaunchblogutm_mediumreferralutm_campaigncx_trends_2023_parent_campaign","canonical":"https://www.zendesk.com/sg/blog/cx-trends-2023-immersive-cx/","seoTitle":"CX Trends 2023: Immersive CX marks the dawn of a new era in service | Zendesk Singapore","seoDescription":"As Zendesk discovered in its 2023 CX Trends research, customers want immersive experiences and companies need to respond accordingly.","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/CXTrends2023.png","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/CXTrends2023.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/executive-insights/","title":"Executive insights","id":103},{"link":"/blog/tags/customer-service-trends/","title":"Research and trends","id":22},{"title":"CX Trends 2023","link":""}],"path":"/blog/cx-trends-2023-immersive-cx/","title":"CX Trends 2023: Immersive CX marks the dawn of a new era in service","publishedAt":"2023-01-30 13:07:50","updatedAt":"2023-09-13 10:25:08","updatedAtFormatted":"September 13, 2023","content":"\u003cp\u003eIf there has been one constant over the past three years, it is change – how we work, live and consume have all been radically transformed. As a result, businesses have witnessed dramatic shifts in consumer expectations.\u003c/p\u003e\n\u003cp\u003eThis period of widespread change has led many businesses to invest more in the customer experience, and as 2023 begins, the scope of consumer demands has come into sharper focus. Zendesk’s research has revealed that customers increasingly expect immersive experiences, and for those businesses that have responded to those demands, their strategic investments have started to pay off. \u003c/p\u003e\n\u003cblockquote\u003e\u003cp\u003e\n77% of business leaders have seen positive ROI on investments in immersive experiences.\n\u003c/p\u003e\u003c/blockquote\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003eAs a result, business leaders have begun to embrace the idea that meeting consumer demands for immersive experiences will result in tangible revenue gains. Zendesk discovered that 81% of leaders see customer experience and support as growing priorities in the coming year. While many continue to keep a close eye on uncertain economic conditions, a sense of cautious optimism prevails.\u003c/p\u003e\n\u003cp\u003eSo what is immersive CX, and how can you create the kind of customer experiences that will help your business remain competitive in a rapidly changing market? Let’s take a look.\u003c/p\u003e\n\u003ch2\u003eWhat is immersive CX?\u003c/h2\u003e\n\u003cp\u003eSimply put, immersive CX means natural, fluid interactions with companies. That can range from chatbots that closely mimic real human beings to conversational experiences in which a customer can begin an interaction on one channel – say, messaging – and then switch to another mode of communication without a hitch.\u003c/p\u003e\n\u003cp\u003eImmersive CX offers something powerful to customers: the ability to be truly seen and heard, to be treated not as transactions or tickets but as the valued customers they are. As we move into this rich new territory, the benefits will be considerable: businesses that make strategic investments in immersive CX can expect to see greatly strengthened customer relationships. And considering that customers have little patience for bad experiences – 73% will leave for a competitor after multiple poor interactions, and more than half will bolt after a single bad experience – companies must recognise and respond to what consumers are telling them.\u003c/p\u003e\n\u003ch2\u003eThe trends driving the move towards immersive CX\u003c/h2\u003e\n\u003cp\u003eZendesk’s research – which included a global survey of nearly 3,700 consumers, another global survey of nearly 4,800 business respondents and Zendesk Benchmark product usage data from more than 99,000 opted-in companies – revealed five distinct trends driving the move toward immersive CX. The \u003ca href=\"https://cxtrends.zendesk.com\"\u003e2023 Zendesk Customer Experience Trends Report\u003c/a\u003e explores these trends in detail.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cul class=\"list-check-circle-fill\"\u003e\n\u003cli\u003e\n\u003ch3\u003eTrend 1:\u003c/h3\u003e\n\u003cp\u003e \u003cstrong\u003eAI experiences are becoming more evolved and seamless\u003c/strong\u003e\u003c/p\u003e\n\u003cli\u003e\n\u003ch3\u003eTrend 2:\u003c/h3\u003e\n\u003cp\u003e \u003cstrong\u003eConversational experiences are empowering consumers\u003c/strong\u003e\u003c/p\u003e\n\u003cli\u003e\n\u003ch3\u003eTrend 3:\u003c/h3\u003e\n\u003cp\u003e \u003cstrong\u003eCustomers are eager for deeper personalisation\u003c/strong\u003e\u003c/p\u003e\n\u003cli\u003e\n\u003ch3\u003eTrend 4:\u003c/h3\u003e\n\u003cp\u003e \u003cstrong\u003eConsumer well-being and sentiment are reshaping CX\u003c/strong\u003e\u003c/p\u003e\n\u003cli\u003e\n\u003ch3\u003eTrend 5:\u003c/h3\u003e\n\u003cp\u003e \u003cstrong\u003eCX teams are breaking down silos as they become more integrated\u003c/strong\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003ch2\u003eWill your business be prepared for immersive CX?\u003c/h2\u003e\n\u003cp\u003eIn our 2023 Zendesk Customer Experience Trends Report, we provide actionable insights that will help your company chart a path forward during this transformative era in customer support. To learn more, download the report and take advantage of Zendesk events that will shed even more light on the rise of immersive CX.\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":" CX Trends 2023","body":"Learn more about the five trends shaping customer experience today and how they impact your business.","link":{"href":"https://cxtrends.zendesk.com/?utm_source=smarp\u0026utm_medium=organic_social\u0026utm_campaign=OS_smarp_AM_US_EN_A_All_AW_FAN-cx-trends-2023-Report-All-NonBoosted-Haiilo--NoEX_T3_A_H\u0026utm_term=\u0026utm_content=Report__","size":"small","children":"Read the free report"},"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/cxtrends2023thumbnail.png"}},"hasStickySidebar":null,"layout":"default","gatedLinkAndModal":{"href":"https://cxtrends.zendesk.com/?utm_source=smarp\u0026utm_medium=organic_social\u0026utm_campaign=OS_smarp_AM_US_EN_A_All_AW_FAN-cx-trends-2023-Report-All-NonBoosted-Haiilo--NoEX_T3_A_H\u0026utm_term=\u0026utm_content=Report__","text":"Read the free report","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"CX Trends 2023: Immersive CX marks the dawn of a new era in service","author":{"name":"Adrian McDermott","title":"Chief Technology Officer, Zendesk","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/3SVJ7GS","facebook":"https://zdsk.co/3LarSzw","linkedin":"https://zdsk.co/41NU69o"},"updatedAtFormatted":"September 13, 2023","layout":"default","gatedTheme":"Select One","supertitle":{"icon":"post-type-best-practices","link":"/blog/tags/best-practices/","linkText":"Best practices","text":"3 min read"},"intro":"Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. 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