Infobip Lists the Top Five CX and Omnichannel Communications Trends for 2023

Infobip | January 13, 2023 | Read time : 08:00 min

CX and Omnichannel Communications

The global cloud communications platform Infobip reveals the top five CX and omnichannel communications trends for 2023. According to the latest research by Forrester, a superior customer experience results in a more significant revenue growth rate. As the globe enters a more tough economic environment, Infobip encourages companies to concentrate on the five trends listed below to satisfy consumers and preserve a competitive edge in 2023.

1. Composable technology platforms will enhance speed and scale

In an increasingly cost-conscious environment, organizations and brands will seek digital platforms that can be composed to decrease deployment time and accelerate transformation. According to a poll of 4,053 c-suite executives conducted by Accenture, fifty percent of organizations have undergone rapid transformation in the previous two years. As a result, organizations will need to embrace plug-and-play platforms for flexible technology to match this rate of change.

2. Hyper-automation and intelligent robots will bring about efficiencies

Automation may take various forms, but a breakthrough in customer experience will occur when automated bots are adopted and scaled. ChatGPT shows that chatbots continue to progress by leaps and bounds.

3. Artificial intelligence and analytics will allow hyper-personalized end-to-end customer experience journey

Businesses will seek out more sophisticated methods of operation to increase efficiency. Hyper-personalized, end-to-end customer experiences provided by artificial intelligence and analytics will become a crucial component of the customer journey, enhancing the consumer and agent experience.

4. Immersive hybrid "phygital" experiences will connect the real and virtual worlds

Infobip anticipates a world in 2023 in which the physical and digital coexist to deliver engaging consumer experiences where and when desired. Such experiences boost client involvement and provide more convenience for ordering, payment, and delivery.

5. Conversational user experiences

Next year, everything will become conversational. Customers now have access to a massive number of channels and devices. People increasingly want dialogues on their chosen chat channels with a company or brand, whether for marketing, support, or sales.

About Infobip

Infobip is a worldwide cloud communications platform that allows organizations to create connected customer experiences across the whole customer lifecycle. Infobip's omnichannel engagement, identification, user authentication, and contact center solutions, accessible through a single platform, assist organizations and partners in overcoming the complexity of consumer interactions to expand the company and boost customer loyalty. With more than a decade of industry expertise, Infobip has grown to more than seventy offices worldwide. It provides locally developed technology with the ability to access over seven billion mobile devices and “things” on six continents, directly linked to over 700 telecom networks.


Intent data has been making waves in digital environments by improving customer interactions from that phase of initial interest, all the way to becoming a converted account.

For the better part of a decade, data-driven observations of customer behavior have relied heavily on insights derived from first-party data - insight into what actions customers take directly on an organization’s website. While this approach has strong pros for increasing account growth or capitalizing on inbound leads, the decision making process in the buyer journey often starts long before a prospect lands on a business’ website.


Intent data has been making waves in digital environments by improving customer interactions from that phase of initial interest, all the way to becoming a converted account.

For the better part of a decade, data-driven observations of customer behavior have relied heavily on insights derived from first-party data - insight into what actions customers take directly on an organization’s website. While this approach has strong pros for increasing account growth or capitalizing on inbound leads, the decision making process in the buyer journey often starts long before a prospect lands on a business’ website.

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