Greg Kihlström’s thoughts were featured in this article with 2023 predictions by thought leaders in the Customer Experience and Contact Center industry by ICMI. Read the full article here.

As we close out 2022, we asked our ICMI thought leaders to look into their customer service crystal ball to predict what changes and trends are in store for the contact center industry in 2023. Here’s what they had to say.

What's driving customer experience trends today? There are a few key things.

First, customers are more empowered than ever before. They have more choices, more access to information, and more control over their own journeys.

Second, expectations are rising. Customers expect more personalized, convenient, and seamless experiences.

And finally, technology is playing a big role. Advances in artificial intelligence, omnichannel commerce, and digital experiences are all reshaping how customers interact with brands.

So what does all this mean for businesses?

Simply put, businesses need to focus on delivering exceptional experiences at every touchpoint. They need to be more customer-centric in their approach, and they need to use technology to create more personalized, convenient, and seamless experiences.

Greg Kihlström, Principal & Chief Strategist, GK5A

Read the full article here.