The January 2023 Aite-Novarica Group report highlights 10 customer experience trends shaped by pandemic and post-pandemic shifts. Customers want both inclusion and personalization, while companies explore but remain cautious about metaverse channels. Segmentation is evolving, workforce focus is shifting to efficiency, and self-service must become more time-efficient. Total experience strategies require unified measurement, with profitability driving customer-centric models. Firms are motivating customers as brand advocates, refining control over variable experiences, and navigating data monetization amid tightening privacy regulations.

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