Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Sri Sumari
GM Health Care Service
Irine Lopez
Chief Revenue Officer
Aprialdi Hendryana
Assistant Vice President
Sam Zuccarello
KPI Manager, Human Resources
Yudha Satya Perdana
Service Quality & Development Head

Top 10 Customer Experience Trends in Nepal 2023 - Pareshor - Blog

Top 10 Customer Experience Trends in Nepal 2023

In recent years, customer experience Trends have emerged as an important component in driving business success. Due to the COVID-19 epidemic, new customer experience norms have emerged, making it even more essential for meeting expectations.

This landscape is expected to evolve further in 2023, with breakthrough technology and changing consumer behavior and expectations. Likewise, it has become important for firms to invest in customer experience platforms and solutions to be successful.

In this article, we will look at the top ten customer experience trends for 2023, as well as their significance and application in the Nepalese market today.


Customers have very high expectations from CX these days and they expect personalized experiences and immediate gratification. According to the Gartner Customer Service and Support Survey, 86% of B2B customers expect businesses to be knowledgeable about their personal information.

Hyper-personalization includes tailored products and services that meet customer preferences. Data analytics, Artificial intelligence, and machine learning play a crucial role in understanding what the customer needs and wants from you.

Likewise, AI-based personalized customer service enables businesses to provide tailored services that meet the needs of each individual. Businesses in Nepal are using customer information and preferences to deliver specialized recommendations, tailored offers, and more relevant local content. Personalized CX services can lead to increased customer engagement, loyalty, and satisfaction.

Omnichannel experience

In omnichannel when a company advertises, sells, and supports customers over multiple channels it treats each channel for instance social media platforms, website, SMS, and chatbots as a component of seamless service as a whole.

The Nepalese market is also increasingly adopting digital technologies making an omnichannel crucial for business. Many organizations are already integrating their marketing channels to provide a consistent and smooth experience across all platforms. This has allowed consumers to interact and engage with brands in a preferred manner enhancing convenience and satisfaction.


Chatbots have become one of the effective ways to increase customer experience with 24/7 assistance. Many Nepalese businesses, including banking and finance, e-commerce, Fintech, and many more have integrated chatbots into their social media platforms, websites, and apps to give personalized service and immediate responses.

Likewise, customers demand faster response and availability of support as per their needs and, chatbots can be a highly effective platform for businesses to address customer queries and feedback 24/7 and save valuable time for customer support agents to focus on other valuable tasks to improve productivity.

Contactless and cashless solution

With evolving digital technology and new norms due to the COVID-19 pandemic, contactless and cashless transactions are growing rapidly worldwide as well as in Nepal. Lately, the QR code has revolutionized digital payment services all over Nepal.

Many small to big firms in Nepal have been adapting to e-wallets, mobile banking, and various other payment service operators (PSOs) to enhance convenience and overall customer satisfaction. Fonepay, eSewa, and Khalti digital wallet are a few such companies that have been facilitating cashless services in Nepal.

Sustainability and Ethical Practices

Consumers all across the world are becoming more aware of ethical and sustainable behaviors. In line with that, Nepalese firms are also prioritizing environmental and social responsibility to position themselves in a competitive edge.

Numerous business firms are following eco-friendly practices, supporting local businesses and communities, and promoting sustainability to meet customer expectations and enhance customer experience.

Emotional Engagement

Emotional engagement plays a crucial role in customer experience, as customer decisions generally depend upon how emotionally invested they are with the company.

Many Nepali firms have been leveraging storytelling, social cause-based marketing, and promoting brand purpose to foster customer loyalty and engagement. They are leveraging engaged customers for further spreading word of mouth for brand and product promotion, and attracting potential customers.

Augmented Reality (AR) And Virtual Reality Integration

AR and VR technologies are gaining momentum globally and the Nepalese market is yet to adapt to it. With evolving technologies like AR and VR, firms can improve customer experience, improve shopping experience, provide virtual assistance to improve customer engagement, and achieve business goals. In the coming years, Nepalese firms can leverage these evolving technologies to improve their customer experience.

Voice Technology

Voice technology has significantly increased in current years and it is expected to grow to 30 billion in 2026. Nepalese firms can also leverage voice technologies for instance voice assistants, allowing customers to make purchases, access required information and receive support through voice commands.

Mobile Support

With the rise in internet penetration and mobile users, brands must support mobile to improve consumer experience. Mobile applications and mobile-friendly websites are critical components for connecting with customers.

According to the Nepal Census 2021, 72.94% of the people in Nepal use smartphones. Nepali firms have been recognizing this shift and investing in mobile support to deliver a consistent technological experience to retain existing clients and reach out to potential customers.

Predictive Customer Service

Predictive Customer Service uses AI and data analytics to predict customer needs and resolve issues proactively. It can be done by identifying issues through customer feedback, social media interactions, and analyzing customer data.

Many large corporations, such as Coca-Cola and Netflix, have used predictive analysis to provide individualized customer care and improve consumer experience. Nepalese firms have been adapting to predictive customer service to identify customer issues and provide personalized solutions to improve customer experience and engagement.


Customer experience plays an important role and every business needs to improve and enhance it to meet customer expectations and loyalty.

Similarly, businesses should identify and invest in customer experience platforms and solutions like those mentioned above to understand trends and preferences.

Lastly, personalized and humanized customer service has been a major trend in recent years, and businesses must commit to providing excellent client experiences in an ever-changing market.

Pareshor Kharel is a customer service enthusiast and the managing director at Kantipur Management Private Limited,

Publish Date: November 29, 2023 9:55 AM

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =