CX Trends 2023: Immersive CX marks the dawn of a new era in service

If there has been one constant over the past three years, it’s change — how we work, live, and consume have all been radically transformed, and as a result, businesses have witnessed dramatic shifts in consumer expectations.

This period of widespread change has led many businesses to invest more in the customer experience, and since the beginning of 2023, the scope of consumer demands has come into sharper focus. Zendesk’s research has revealed that customers increasingly expect immersive experiences, and for those businesses that have responded to those demands, their strategic investments have started to pay off.