Understanding the actual CX innovation landscape

CX industry

In an ever-accelerating world where exceptional customer experiences are the crown jewels of success, the CX (Customer Experience) industry is in the throes of a thrilling evolution. In this blog post, we’ll embark on a journey through the latest insights and statistics from 2023, uncovering four transformative trends that are sculpting the CX landscape for this year.

1. Economic Challenges Impact CX Strategies

This year,, economic challenges loom large, significantly influencing CX strategies. Here are key statistics that underscore this impact:

  • Heightened inflation and economic uncertainty have made it harder for businesses to retain existing customers.
  • Analysts predict that 80% of companies will shift their innovation efforts from creativity to resilience, focusing on modernizing business processes, automation, and employee experience.
  • A substantial 54% of CX professionals struggle to prove the ROI of their projects, according to a Forrester study.


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2. Sustainability Takes Center Stage in CX

Sustainability has emerged as a central theme in the CX landscape. Customers increasingly consider it in their decision-making process. Here are relevant statistics:

  • Deloitte’s study highlights that 90% of Gen Z and Millennial professionals actively take steps to protect the environment.
  • A Salesforce study reveals that 68% of customers expect companies to act in society’s best interests, influencing their purchasing decisions.
  • PwC’s findings emphasize the importance of human interaction, with up to 58% of customers valuing it, and 51% stating they’d be less loyal to a brand if the digital experience falls short.

3. CX Faces Growing Expectations and Trust Challenges

The CX industry faces rising expectations while trust and satisfaction levels appear to decline. Here are statistics reflecting this challenging landscape:

  • A significant 88% of customers now consider the experience a company provides as important as its products and services, according to Salesforce research.
  • CX expert Shep Hyken’s study found that 74% of consumers would switch to a competitor brand if it offered a better CX.
  • The ACSI reports the lowest levels of customer satisfaction in almost two decades, with an average satisfaction rate of just 73.2%.

4. The Metaverse: A New Frontier for CX

The metaverse, an emerging digital realm, promises to revolutionize CX. While it’s in its infancy, its potential impact is undeniable. Here are statistics related to this evolving frontier:

  • Info-Tech reports that approximately 25% of firms are experimenting with the metaverse, with McKinsey recommending a test-and-learn mindset.
  • A Telus survey found that 50% of consumers would prefer a brand offering a metaverse experience, with expectations of greater engagement and personalization.
  • IDC predicts that by 2026, 40% of G2000 companies will build safe communities in the metaverse to collect valuable first-party data.

In Conclusion

The CX industry in 2023 is navigating economic challenges, embracing sustainability, striving to meet rising customer expectations, and exploring the vast potential of the metaverse. To succeed in this dynamic landscape, businesses must adapt, innovate, and prioritize delivering exceptional customer experiences.


  1. The register
  2. Forrester
  3. Sales Force
  4. Deloitte
  5. Gartner
  6. Telus
  7. McKinsey
  8. PR News Wire

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