Customer experience and journey planning: The year ahead in 2023

Yasmin Borain

Businesses have been steadily recognising that to differentiate, to build loyalty and to thrive in challenging market conditions paying greater attention to the customer experience (CX) and customer journey is paramount.

Customer experience has been having a moment. Businesses have been steadily recognising that to differentiate, to build loyalty and to thrive in challenging market conditions paying greater attention to the customer experience (CX) is paramount. But as we look to next year, to the prospect of a recession and increasing cost-of-living pressures, CX will need to be more integrated in all aspects of an organisation and more sophisticated in how it is approached.

Adding the employee experience

Prior to the COVID-19 pandemic, digital transformation was already firmly on the radar. Businesses were talking about transformation, but they were rarely actually...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands