Welcome to 2023 and the new season of People&Digital!
I can’t believe we’re on the fourth series of this little project I started in early 2020.
But before I begin talking about the CX trends for 2023, I’d love to share something with you.
It’s a new year and a new vibe for the podcast. Some things will change. My business has evolved a lot – and so has my content, my role as a consultant, and my role as a coach.
The podcast will continue, of course. I have way too much fun to stop running it. It’s the perfect excuse to spend 30 minutes or more with an expert and ask all the questions I want.
But I’ll also hop on more on my own to discuss specific topics around mindset, leadership, trends, entrepreneurship and so on.
These will be short, actionable episodes where I share tools and propose new angles on your situation or challenge. Because we’re stronger when we know ourselves better. We make better choices when we know how we function.
Raising our self-awareness is a superpower.
That’s what I’ve done for years now as a coach: helped bold and ambitious people get their power back so they can achieve anything! So they can design a job, project or business to fit their life and not the other way around.
Yep, you get it… Amélie the coach will join the podcast more often!
But what about the top customer experience trends for 2023? Let’s take a look at what I cover in this episode.
Nothing. Nothing is new. So you might wonder: is it the end of CX?
Well, no. It’s only the beginning.
Last month, I was sitting in a room with all kinds of business profiles for a digital cases presentation. And at one point, a seasoned marketer asked with arrogance: “Yeah, well… that’s nice and everything, but how do we push people onto this platform?”
I could NOT believe what I had just heard.
There are so many things wrong with that question.
⚡️The fact that there was no room for curiosity. The arrogance was disrespectful to the work presented.
⚡️The idea that clients or prospects are so dumb that a brand can push them somewhere.
⚡️The lack of understanding on how to build solutions for customers.
I’m in my little CX bubble facing resistance and challenges around change every day. But at least I’m working with people who are aiming for a totally customer-centric business.
So yes, there’s nothing new in CX in terms of theory.
But there’s still an enormous amount of work to do.
In 2023 don’t fall for new, shiny strategies or tactics. Instead, focus on:
⚡️Understanding humans (and yourself!!)
⚡️Getting the basics right. Customer-centricity isn’t rocket science, but it is a set of methods and a certain mindset.
⚡️Take action and show the world what you can do. Even the tiniest result can inspire somebody. We work more often for “normal” companies than for “unicorn” ones AND that’s how innovation works!
⚡️Breathe through intense changes – because that’s how we roll now.
We need *real* CX inspiration for 2023.
In a few words, this year is all about:
⚡️Getting back to basics
What’s next in customer experience? The human-centered business era.
Throughout the last decade or so, while building solutions for customers or employees in dozens of different industries, I witnessed a focus on people evolving. We went from customer-centricity to human-centered design.
This is why my role as a CX consultant evolved and I also became a coach.
Transforming ourselves helps to change the world.
AND THIS IS WHY COACHING MATTERS!
Leaders like us often want to make a positive impact. We’re right on the frontlines of the huge shifts happening in business. There’s a gradual move away from the endless pursuit of growth towards something more meaningful and fulfilling for the people we should be serving: our customers, colleagues, and ourselves.
Confidence is required to create change. We have to escape the mental boxes, refrain from policing ourselves, and stop playing small.
With so much work to do in this world, and big important changes to create while we surf crisis after crisis, we need to look after ourselves. Otherwise we’ll burn out and give up.
Plus, this isn’t the way to get the truly transformational results that make a huge impact on the world and careers.
I coach people to undo their conditioning and dream big! And bring about those huge, radically human actions that make a real difference.
In 2023, the obstacles we face in the customer experience field are:
Today, CX is a priority for all companies who decided to step into the new era and thrive in times of crisis. It’s not always as smooth as following a framework. I’m sure you’ve noticed that by now. And it requires you to be inventive, decisive, zealous, and savvy.
Your mindset is maybe the most important thing of all.
It all starts with yourself. Your attitude, your beliefs, and how you take care of yourself will define how you evolve in your career.
People&Digital has become the podcast for those who are leading the CX revolution towards the era of human-centered design. It’s for those who want to take action and create impact in the most radically human way with a strong will to defy the unsustainable growth frenzy.
These people = us!
We are unconventional.
We create the rules.
We are the leaders of today and tomorrow.
It often started with our love of CX, because it’s kind of against the system but very much inside it at the same time. It’s a frontier for real – human values creeping into business. And it’s one of the reasons why it’s so hard to emotionally withstand a career in CX.
I say customer experience, but it can be any position where you have to initiate and sustain the transformation of a business.
People like us tend to be super creative. And we become so frustrated when the hierarchy doesn’t get our vision for better customer experience. Or new collaboration methods to bring the human to the heart of our company.
The stakeholders we have to persuade just don’t seem to understand half the time. And they can’t get on board with the urgent need to invest and develop customer experience and human-centered design methods NOW.
So, by definition, us CX types are visionaries – which means we need to lift each other up and support each other to bring brave and bold work to this sector.
There’s a CX revolution going on and we’re marching towards the human-centered design era. Trust me… it’s gonna be legendary!
This is why I’m so passionate about offering coaching that helps leaders keep their dreams and ambition alive.
Working inside the status quo can be so draining! Building businesses with new codes is challenging!
I’m here to help you find the mindset shifts and practices that will give you strength, stamina and options while you go after your vision.
Voila: this is the program I’ve cooked up for you this year! And I can’t wait.
Listen to the podcast on
Share on social media
The ultimate list of questions to finally understand your customers.
Which book do you need to grow as a CX manager?
Ace your Customer Journey with a practical guide for real-life problems.