2023’s Top
Tech Trends:
The Future of
Digital Service
Channels
JANUARY 30-FEBRUARY 1, 2023
GRAND HYATT, SAN ANTONIO
JUNE 28 - 301,, 2020
JANUARY 30-FEBRUARY 2023
CAESARS FORUM, LAS VEGAS
GRAND HYATT, SAN ANTONIO
www.customercontactweek.com
www.customercontactweekwinter.com
Digital Service Channels serve as the pathway for communication between platforms.
Enabling the promotion, marketing or delivery of information, these digital channels are
most recognized as websites, email, chat, and mobile apps.
With these four being the most mature and relevant, specifically in the world of immense
customer interaction, there is a great amount of opportunity for businesses to satisfy
customer requests through these interactions all while crafting a digital experience that
best meets their needs.
We will break down these four essential digital service channels and look ahead towards
the upcoming and forecasted trends you can expect to see woven throughout these
channels in 2023.
WEBSITES: VOICE OPTIMIZATION AND MOBILE
RESPONSIVENESS
By the start of 2023, predictions suggest that voice shopping and voice search are set to
be a $40 billion industry. Optimizing your website for voice interactions and voice searches
will increase visibility and funnel more traffic and qualified leads. With users relying heavily
on voice technology like Google or Siri to find what they are looking for, integrating voice
optimization and natural language processing will allow you to appeal to every audience.
Looking at websites from an alternate angle, it comes as no surprise that users are also
surfing on a smartphone or tablet. It is crucial that you have a mobile responsive website to
ensure users can surf on their devices and have the same experience they would on a
desktop.
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JANUARY 30-FEBRUARY 1, 2023
GRAND HYATT, SAN ANTONIO
www.customercontactweekwinter.com
EMAIL: INCREASING PERSONALIZATION
While email marketing is not so new to us anymore, the steady amount of email users
remains consistent. According to Statista, there are estimated to be nearly 4.3 billion global
email users and the majority of these users tend to look at promotional emails in the same
light as spam. The future of email marketing needs to be more personalized. Using
methods to make the message easily accessible and also easily read on mobile devices are
a few of these tweaks that can make a large difference at the start.
A one-size-fits-all approach to emails stands out like a sore thumb. People want to feel like
their specific needs are met and simply including their name or workplace in the message is
not enough. A sense of familiarity creates trust which is key to creating a relationship with
your customers.
CHAT: AI TO AID IN CUSTOMER SERVICE
It is noted that AI chatbots allow brands to scale up their service on up to 70% of their most
commonly asked inquiries. Artificial intelligence and chatbots have been a part of the
industry for a while now, however the integration of this into your site and other service
channels is imperative.
Offloading customer service operations when possible helps businesses deliver a CX
experience that runs seamlessly around the clock. It may seem like a simple step but with
the acceleration of adoption averaging at 40%, the improvements and capabilities plan to
rise in the coming year.
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JANUARY 30-FEBRUARY 1, 2023
GRAND HYATT, SAN ANTONIO
www.customercontactweekwinter.com
MOBILE APPS: SUPER APPS
The move towards super apps was first taken by Snapchat. Super apps can be thought of
as any app where you can pay bills, watch videos, make purchases, etc. all in one place —
think of numerous small apps housed within one greater app. Many companies using apps
have begun making the move towards this feature where users are able to live in one
application to complete everyday tasks and activities.
Integrating payments, chat capabilities, and communicating with others are just some of the
few features of super apps that we will start to see grown in 2023.
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industry's top executives and thought leaders to make sense of the latest industry
advancements, trends, and best practices.
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JUNE 28 - 301,, 2020
JANUARY 30-FEBRUARY 2023
CAESARS FORUM, LAS VEGAS
GRAND HYATT, SAN ANTONIO
www.customercontactweek.com
www.customercontactweekwinter.com
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Customer Contact Week, the #1 customer contact series in the world, is heading to San
Antonio this January 30 - February 1, 2023 at Grand Hyatt! Join us for cutting edge content
from top executives and business leaders in the customer contact and CX industry.
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