USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Outlook 2023: Top 10 Predictions for Customer Experience
Employee Experiences and Artificial Intelligence Drive Growth in the CX Industry
20-Jan-2023
Global
Market Outlook
K87F-01-00-00-00
IT04668-GL-MO_27413
The contact center industry benefitted greatly from COVID-19 pandemic market dynamics, which shifted millions of agents to work-at-home
(WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investments soared, and 2023 is the aftermath of that shift.
Greater macroeconomic factors loom large over this development. With global economic uncertainty and a potential recession, will companies continue to spend, and what will they spend on if they do?
Frost & Sullivans’ 2022 IT Decision Maker Survey, published in February 2022, unveiled that 66% of respondents were set to increase telecom and IT spending in 2023. However, the end of 2022 witnessed unprecedented tech layoffs across both sectors and a pullback on venture capital spending: this could be only the beginning. The overarching dynamic is that the trends for improving the employee experience (EX) to enhance the customer experience (CX) and using AI in digital transformation remain unabated and can help assuage budgetary fears.
Author: Nancy Jamison
Outlook 2023: Top 10 Predictions for Customer Experience
- Top 10 Predictions for Customer Experience
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
26 Oct 2026 | Global | Market Research
Professional Headsets Market, Global, 2025–2032
This Frost & Sullivan study provides a comprehensive analysis of the key transformations shaping the global professional headsets market. The industry is undergoing significant disruption driven by the rapid adoption of software-based communication platforms with integrated noise suppression feature...
22 Oct 2026 | Global | Market Research
Governance for Agentic AI
Agentic AI now decides and acts inside live customer interactions, approving a refund, denying a claim, escalating a complaint, or promising a remedy the company must honor. The accountability and control architecture most enterprises rely on was built to review human work after the fact, and it can...
28 Sep 2026 | Global | Frost Radar
Frost Radar™: Communications Platform as a Service, 2026
Communications platform as a service (CPaaS) has become foundational infrastructure for digital business, embedding programmable voice, messaging, and video into the applications where customers and employees engage. Enterprises are rearchitecting their communication workflows around programmable in...
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.