2023 Investment Priorities – Balancing Customer Experience, Employee Engagement and Operating Costs

More than ever, businesses are faced with critical decisions about where to invest their customer engagement and customer service resources. According to a recent worldwide survey conducted by DMG Consulting on CX and contact center goals for 2023, companies are staying on track and even increasing their investments in multi-year digital transformation initiatives.

Over the past five years, the top service-related priority for businesses is to enhance the CX. It’s the same for this year. So what’s different in 2023?

This year, enhancing employee engagement is of primary importance along with reducing operating costs and improving productivity. These goals may seem contradictory, but they are proving to be aligned and helping enterprises improve their bottom line. In this webinar we discuss:

  • The primary goals for contact centers and what investments are being planned to achieve them.
  • How contact center goals and investment strategies have evolved in recent years. Where is your organization in this transformation?
  • How organizations are prioritizing digital self-service and conversational AI.
  • How digital transformation initiatives are enhancing customer service.
  • Where will contact center employees be working from over the next few years and what organizations need to take into consideration.

Watch this webinar on-demand now!




Donna Fluss, Founder & President, DMG Consulting

Donna Fluss
Founder & President, DMG Consulting


Jason Valdina

Jason Valdina
Senior Director GTM Strategy, Digital-First Engagement Channels, Verint

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