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Customer Experience
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01/06/2023
RL Pro Exclusive

How Technology is Shaping the Future of Customer Experience

Pro Tip: In 2023, it’s going to be more necessary than ever for retailers to use technology to their advantage to level up the shopping experience for consumers. Personalization via technology could be key in the personal care and grocery spaces, if retailers could use technology to create a wellness plan for consumers or recipe options based on a shopping list.

Retailers have caught on to the fact that providing a high-quality consumer experience is critical to maintaining a competitive edge.

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Customer service

In fact, according to research from Metrigy, customer experience (CX) is the No. 1 priority for retailers that are planning on increasing their technology spending in 2023. More than 5,000 organizations worldwide now have a dedicated CX leader.

Research from PWC shows that 73% of consumers say CX is an important factor in their buying decisions, and 42% of people surveyed say they would pay more for a welcoming, friendly experience with a brand.

Providing a positive customer experience also pays off financially for companies, because it leads to higher customer retention, more referrals and increased lifetime customer value.

As a futurist, it’s my job to predict the biggest trends —  and in 2023, consumer experience is on everyone’s minds. Let’s take a look at how technology will be shaping the consumer experience in the next 12 months, and what we can expect to see from some of our favorite retail brands.

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