About this report
Unless otherwise stated, all data referenced in this publication is taken directly from “FoundeverTM CX Landscape 2022-2023: Evolution or Revolution?”
This is our whitepaper focusing on the state of customer experience in Brazil, France, Germany, Spain, the U.K. and the U.S. and based on the results of a study designed and commissioned by Foundever and completed by over 6,000 consumers equally split across the six countries.
Introduction
In Q1 2020, there wasn’t a single earnings call that featured a reference to the metaverse. But in Q1 2022 alone, over 170 organizations used the term over 500 times.1
As such, we expect a turbocharging of metaversal discussion to be one of the defining trends of 2023. Indeed, there's much to discuss, from the shape and form it will take to what customers who embrace this vision of Web3 will expect from brands that operate in this space.
Nevertheless, the five defining trends we’re singling out for the coming year were selected because they represent more than analysis or articulation of ideas.
They demand action. And they’re actions we expect the majority of organizations to take over the next 12 months in order to remain in sync with their customers.
1 - Axios, “Metaverse mentions on earnings calls are way up,” axios.com.
Brands should be focused on the future, but they should also be concerned about the present. Because it’s only their ability to deliver on customer experience expectations today that will ensure they can continue to do so tomorrow. It’s time to act.