Customer Experience trends for 2023

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With 2022 coming to an end, it’s time to look to the future by looking ahead to the major customer experience trends of 2023. This list is based on our expertise of the retail market.

Immersive shopping

Augmented reality and virtual reality are fundamental trends in the retail sector. In 2023, this trend should accelerate with the rise of the Metaverse and also virtual showrooms, visual searches.

The phygital

While the first trend is all digital, this one highlights the importance of physical stores. Retailers will have to offer a consistent experience between their digital presence and their reception in-store.

Stores are back

In consequence of the last trend, the brands will focus on the customer experience in store. After a long period of anonymizing and standardization, the brands will employ expert-salespersons to offer a personalized experience to customers waiting for attention.


If retailers are to provide a differentiating experience, they will have to adapt it as the year progresses. This is where data comes into play by making it possible to analyze, understand, customers in store and meet their expectations.

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