Customer Service Trends and Predictions 2023

As we enter the new year amidst another wave of uncertainty, now is a timely moment to reflect on the past year and re-evaluate the many challenges for businesses, customers, regulators and government in 2023.

The Institute’s Customer Service Trends and Predictions 2023 report gives our predictions around nine key themes that will shape the customer service environment in the new year and how organisations will need to adapt.

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