General update
I produced a horizon scan (attached) just before the New Year that has been posted on LinkedIn. I have read the forecast by Chris Warburton and a more technical view from Ollie Boreham on CX developments in 2023. FourNet partner, PCI Pal, has also provided their predictions around payment and security trends in 2023. Both PCI Pal and Ecospend featured in major projects at HMRC when I was a Programme Manager in 2021. I was also interested in some of the US thoughts on collections trends in 2023, though the weather in the US over Christmas was horrendous and dominated news.
Link: https://www.ro-ar.com/trends-to-watch-2023/
Link: https://fournet.co.uk/news-events/2023/01/04/whats-driving-customer-experience-in-2023/
Link: https://contact-centres.com/pci-pal-predictions-for-payment-security-trends-2023/
Link: https://www.collectionsandrecovery.com/blog/collections-and-recovery-trends-2023
Secure open banking payments, personalisation, omni-ch...
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