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The Future of Customer Experience Platforms: Emerging Technologies and Trends

The customer experience platforms market is changing quickly. Customer interaction that is more proactive, smooth, and personalized is being made possible by modern technologies like AI, VR, and predictive analytics.

In order to meet the increasing demands of their customers and provide exceptional experiences, businesses need to adapt their methods for improving the customer experience.

Even more cutting-edge technologies that completely change brand-customer relationships are anticipated in the upcoming decade. Companies must learn more about how much customer experience (CX) affects their bottom line and how to implement an efficient customer experience platform if they want to remain competitive.

If CX appears too complicated for you, Symplicity may assist you in taking advantage of both current and prospects. To begin, arrange a free consultation.

Let’s talk about the most significant CX trends that are coming up and how you can get your company ready to be at the forefront.

The Current State of Customer Experience Platforms

Over the past decade, digital technology and shifting consumer expectations have significantly impacted the customer experience.

The following are the major CX trends over the past decade:

Omnichannel engagement. Consumers interact across a variety of platforms, devices, and channels, necessitating the use of a single omnichannel strategy.

Personalization. Using data and insights from customers to provide contextualized, personalized interactions.

Real-time interactions. Real-time data is being used to provide customized experiences.

Machine learning. Using machine learning and AI for automating personalized interactions.

Immersive experiences. Creating emotional connections through the use of gamification, VR, AR, and other immersive experiences.

Human connections. In spite of modern technology, human interactions, storytelling, and customer emotions are still quite important.

Emerging Technologies Shaping the Future of CXs


Brands may now offer highly personalized suggestions, customized products and services, and focused outreach at scale because of an abundance of consumer data. Real-time customization will be possible with AI.

Voice and Natural Language Processing

Companies are investing in voice and natural language processing technologies in an effort to enhance customer satisfaction. The growing popularity of voice assistants and smart speakers makes it simpler for customers to communicate with businesses via chatbots and virtual agents like Amazon Alexa. This makes it possible for clients to have a better and more natural experience.

Augmented and Virtual Reality

Technologies like augmented and virtual reality are transforming the way consumers interact with brands in sectors like entertainment and retail. Customers may have immersive interactions with products and services, creating an interesting and unforgettable experience.

Omnichannel Experience

Consumers increasingly anticipate smooth experiences on all platforms, including social media, mobile, online, and in-person. To meet these consumer expectations, companies need to make investments in technology that provides a consistent experience across all touchpoints.

Predictive Analytics

Companies can predict the demands and preferences of their customers with the help of predictive analytics solutions. They may now provide individualized advice and proactive help as a result.

Artificial Intelligence

Artificial intelligence (AI) will drive the development of chatbots, virtual agents, and other technologies that provide personalized customer care, 24/7 support, and automated answers to frequently asked queries.


Sustainability will play a critical role in the customer experience as consumers’ awareness of social and environmental concerns increases. Companies need to put sustainability first in all aspects of their operations, services, and product offerings if they want to meet client requirements.

Trends Transforming Customer Experience Platforms

Advanced AI and Machine Learning

More advanced automation, predictive analytics, and customization were made possible by the increasing integration of AI and machine learning into customer experience consulting platforms. With the use of these technologies, consumer interactions might be more proactive and customized by better understanding and anticipating their demands.

Conversational AI and Chatbots

There has been an increasing trend in the usage of conversational AI, which includes chatbots and virtual assistants. The use of these technologies aimed to enhance overall effectiveness and responsiveness by offering real-time assistance, responding to inquiries, and assisting clients at numerous stages in their journey.

Data-driven Decision Making

Customer experience management consultant platforms were emphasizing data analytics more in order to make well-informed decisions. Companies utilize data to understand the behaviors, tastes, and problems of their customers, which makes it possible to optimize the customer experience continuously.

Augmented and Virtual Reality (AR/VR)

In CXPs, AR and VR technologies were finding use, especially in the e-commerce and retail sectors. By utilizing these technologies, immersive brand engagements, virtual try-on experiences, and improved product visualization were made possible.

Voice and Conversational Interfaces

The emergence of conversational interfaces and voice-activated devices was impacting CXPs. Companies were investigating how to add voice recognition to their platforms so that users could connect with them more easily and comfortably.

Emotional Intelligence in AI

Emotional intelligence integration with AI systems was becoming more popular. In particular, CXPs are intended to comprehend and respond to client emotions, enabling more human-like and emotional interactions, especially in customer service situations.

Continuous Customer Feedback

It was becoming common for CXPs to include real-time consumer feedback methods. This trend highlighted how important it is to pay attention to what customers have to say and react to it by immediately improving goods, services, and the entire customer experience.

Evolving Security and Privacy Measures

With the increasing significance of data privacy, CXPs were implementing strong security protocols and making sure that data protection laws were followed. One of the most important aspects of the customer experience is now establishing trust with consumers through transparent data practices.

Agile and Scalable Platforms

Companies were looking for customer experience strategy consultant platforms that were scalable and agile in addition to having plenty of features. When choosing CXPs, flexibility in reacting to shifting client demands, and smooth operation scaling were critical factors.

Case Studies: Successful Implementations of Advanced CXs

Microsoft’s AI for Accessibility

For the more than one billion individuals with disabilities worldwide, Microsoft’s AI for Accessibility grant program uses artificial intelligence (AI) to increase human potential significantly.

Finland training & development plan

In Finland, AI has been discussed in great detail. By the end of this year, 1% of Finnish people will have received an AI education thanks to a free public course offered by Reaktor and the University of Helsinki. A lot of the Technology Industries of Finland association’s members, including Nokia, Kone, and F-Secure, have joined and supported the initiative after they issued a challenge to businesses to provide AI training to their employees in 2018. These courses have attracted almost 90,000 individuals.

SAP – Addressing bias & ensuring diversity

SAP established a formal, diversified internal AI Ethics & Society Steering Committee. A set of guiding principles is being developed and enforced by the committee in order to help SAP tackle the ethical and societal issues that arise from AI. It is made up of top executives from every area inside the company, including legal, sustainability, human resources, and AI research. This multidisciplinary membership contributes to maintaining a diversity of opinion when deciding how to handle AI-related issues, such as bias-related ones.

Future Predictions and Speculations


Companies are starting to realize how powerful automated chatbots can be. According to a Klayako study, 79% of businesses claimed that using live chat enhanced sales, revenue, and customer loyalty.

Companies may benefit from chatbots in many ways, as their use doesn’t only result in more satisfied consumers. By handling simple inquiries and shifting them from human agents, they may help firms save time, money, and effort.

Chatbots have become increasingly sophisticated and capable of handling increasingly complicated problems as we reach 2023. By 2023, conversational AI will be integrated into 40% of corporate applications, allowing companies to use AI that can have more “human”-like conversations.

AI will be able to use consumer data to influence chatbot behavior in addition to enhancing conversational intelligence. AI can identify trends and develop tactics to adapt to ever-changing client demands by obtaining consumer data.

In 2023, voice assistants will experience more usage since they are also gaining popularity. Voice activation is becoming more and more useful as more companies implement chatbots that are compatible with smartphones.


It should come as no surprise that companies will continue to prioritize personalization in 2023—80% of customers are more inclined to purchase from a firm that offers a tailored experience.

By 2023, companies will be able to use consumer data to provide even more customization. This might include anticipating customer wants based on past purchases or making tailored product suggestions via chat support.

Nevertheless, the buying process will benefit from more personalization in addition to customer service. A growing amount of sophisticated AI software is now capable of providing discounts according to client profiles or seasonal events like holidays and birthdays.

Additionally, companies may build client profiles and customize experiences to meet their demands due to easily accessible data. Additionally, businesses may gather information from online chats, phone calls, emails, social media posts, and app downloads at every stage of the client experience and then incorporate it into their future learnings.

Businesses are getting access to a rising amount of new consumer data as a result of the increasing adoption of chatbots and AI technologies. For this reason, privacy and cybersecurity should always come first when collecting and storing data.


In 2023, customers will demand transparency and trust, particularly given the amount of data exchanged between businesses and their clientele. As data collection increases, customer concerns about the legal utilization of their data are also rising.

Gaining customers’ trust requires the company to be open and show that it will properly protect customer data.

Transparency in information can also be a major factor in a customer’s decision to choose your brand over another company. With so much information available to consumers are more inclined to pick a transparent business than one that isn’t. 94% of people surprisingly choose transparent brands.


Companies that put sustainability first will not only differentiate themselves from competitors but also appeal to a consumer who is actively looking to make sustainable decisions by choosing a customer experience platform. Sustainable will be highly valued in 2024 as a way to distinguish itself from the competition. 

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