In 2023, we can expect to see a push toward hybrid experiences that harness the best of both digital and physical interactions to meet demanding customer expectations. In this context, the channels and touchpoints that are available will stand out as defining tools to ensure speedy and human-centric resolution of customer queries. Remaining with customer expectations, there will be a strong emphasis on cybersecurity. Trust has fallen since last year in the wake of increased attacks and many customers cite security as the main factor in restoring it.
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