Introduction Since the start of the decade, customer experience (CX) Meanwhile, they’re facing an inflection point where EX and employee experience (EX) have done a collective 180°. has become just as critical as CX. With almost half of Organizations with a cloud-first, digital-first mindset have workers saying that they’ll quit if their employer doesn’t quickly leaped ahead, but adaptation and innovation are permanently offer the flexibility to work remotely, contact swift and ongoing. centers are being reimagined for the next generation of work and workers. This is especially true when it comes to the contact center. For example, leaders are now thinking about how to best These considerations and others have led to our use artificial intelligence and machine learning to increase curation of seven predictions for the contact center. their global competitiveness and how they’ll deliver service With predictions for 2023 through 2030, read on to see and engagement as part of the customer experience in what industry analysts and subject matter experts say the metaverse. should be top of mind when thinking about the future of customer service and engagement. Contact Center Predictions for 2023 and Beyond 2