The 2023 State of Digital Customer Experience Report highlights the urgent need for businesses to adapt to increasing digital customer interactions across various channels. The report reveals that consumer expectations for digital engagement are rising, with a significant shift towards AI-enabled customer service and omnichannel strategies. Key trends include the necessity of integrating AI in customer service, overcoming the limitations posed by legacy systems, and embracing a holistic approach to customer experience management. The report emphasizes the importance of seamless, personalized customer interactions that leverage both human and automated services to enhance customer satisfaction and retention.

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