Observed Signal · Dec 5, 2022 · Industry Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Experts Predict 2023 Customer Experience Disruptions
CMSWire's December 2022 article compiles expert predictions on disruptions to customer experience in 2023. Key trends include a shift to peer-to-peer customer service models due to labor shortages and cost-cutting, further diversification of social media channels (e.g., Discord, Twitch, TikTok), increased AI integration in CX (e.g., Walmart's virtual try-on, empathetic chatbots, digital humans), a stronger focus on quantifying CX quality, and the negative impact of staff reductions on customer relationships. The piece draws on insights from leaders at Elixirr Consulting, Wiley, Reputation, Flawless SEO, and Bigtincan, offering a forward-looking view of CX challenges and opportunities.
Provides valuable forward-looking insights on CX trends relevant to MarTech professionals, but is an editorial analysis rather than a single industry-shifting event.
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Key Takeaways & Evidence Grounding
- Walmart launched Be Your Own Model, a virtual try-on technology using machine learning.
- Tymely is developing an empathetic AI chatbot for customer support.
- Soul Machines has created a 3D digital human used on websites like Calocurb.
- Experts predict a rise in peer-to-peer customer service models due to labor shortages.
- The article cites a shift toward quantifying CX impact rather than just delivering great experiences.
Connected Companies & Entities
4 Entities mapped“The diversification of channels will continue increasing at record speed, according to Shari Hofer, Wiley CMO....”
“In 2023, CX technology will continue to blur the lines between real human customer interactions and artificial intelligence, predicted Dave ...”
“Walmart recently launched Be Your Own Model, a virtual try-on technology that allows shoppers to use their own photos to visualize how cloth...”
“Additionally, Soul Machines has developed a 3D digital human, which is being used on sites such as Calocurb....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
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Walmart's TV Ambitions, Amazon's Data Transparency, Disinfo Retreat
This AdExchanger daily roundup covers several distinct news items. Walmart is expanding into TV advertising through its acquisitions of Vizio and Vibe.co, with Walmart Connect GM Ryan Mayward stating that commerce insights will drive stronger outcomes for brands. Amazon is beta testing an 'About You' page that lets users see the assumptions it makes about them based on collected data, including physical attributes, raising privacy concerns. Additionally, multiple countries have withdrawn sponsorship from the #Disinfo2026 conference amid US political pressure, reflecting a broader aversion among advertisers and governments to anti-disinformation efforts.
Walmart's Vizio Bets on MrBeast, Holiday Films for Streaming
Walmart-owned Vizio is significantly investing in its free ad-supported streaming service, WatchFree+, to boost advertising opportunities for brands. The company announced new content partnerships with major studios including MGM, NBCUniversal, Disney, A&E, and A24, and will add creator-led channels from digital personalities such as MrBeast, Hot Ones, and others. Vizio is also producing its first original feature-length holiday film, 'Jingle Bells Wedding Bells,' starring Rachel Bilson and Scott Foley, with GEICO as presenting sponsor. These moves aim to attract high-income viewers and Walmart's suppliers and marketplace sellers to advertise on the platform. WatchFree+ has grown to reach 27 million devices, a 25% year-over-year increase, with viewing hours up 58% year-over-year.
AmEx and Perplexity Launch AI CFO for Small Businesses
American Express and Perplexity have launched AI CFO tools for U.S. small businesses, featuring about 10 Skills within Perplexity Computer that turn Amex Small Business Card data into cash-flow forecasts, reconciliation, and tax-season preparation. The AI CFO can forecast cash but cannot make payments, a deliberate limitation as AmEx retains payment authority to capture the value of AI CFOs for SMEs. The article also discusses Stripe's acquisition of Parafin, a lender behind platforms like DoorDash, Gusto, Amazon and Walmart Marketplace, and compares the AmEx/Perplexity offering with Anthropic's Claude for Small Business and Meta's Muse.
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