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The Global State of CX 2023 report examines how digital experiences, automation, employee engagement, and budget allocations are shaping customer experience (CX) in the current business landscape. The report features insights from 550 CX leaders and practitioners, including Amazon Games, Nike, Roche, John Holland Group, Humm Group, Wayfair, Talkdesk, and more. The report highlights the changing customer behavior patterns, the challenges and opportunities faced by CX teams, and the trends defining CX in 2023. It also discusses the impact of ChatGPT on AI in CX and the evolving concept of customer loyalty. The report concludes with key takeaways and provides insights into how bigger budgets are changing the perspective on trends and customer behavior.
