The study surveyed 1,000 US customers across generations to understand their expectations from businesses in 2023. The key findings include a strong preference for feeling valued by companies, with three-quarters of customers reporting this as a top factor in continuing to do business with a company. Customers also prefer tone and style of communication that is professional yet personalized, with a preference for shorter messages and emojis used judiciously. When it comes to channels, customers want businesses to communicate with them through direct messaging and text messages, similar to how they talk to friends and family. However, automated phone systems are the most disliked mode of communication. Personalizing customer support means knowing what level of personalization customers are comfortable with when it comes to their data, with sensitive data being a sensitive subject for many consumers. The study also highlights the importance of understanding customers' needs and responding in a timely manner, with 66% of consumers saying they would leave a business if their issues were unresolved. Overall, the study emphasizes the need for businesses to offer world-class customer experience by matching their tone to their audience, using the right channels, and responding thoughtfully to customer inquiries.