To say that the past three years have been transformative for CX would be an understatement. From the initial shock waves of the Covid-19 pandemic to persistent economic uncertainty, businesses around the world have been forced to radically change nearly every facet of their operations. No area has seen more turbulence than customer service and this disruption is driven by a dramatic shift in customer expectations. Today, customers want immersive experiences that are highly personalized and in their control. But now, as we move into 2023, new perspectives are emerging, and now is the time for businesses to take stock and make significant changes.