Prepare to lead the pack with CX trends that differentiate your brand in a congested market. Nowadays, customer experience is a competitive advantage rather than just a concern.
Customers look for proactive interaction, consistent customisation and the ability to shape their story, so companies need to respond by embracing Omnicannel and AI driven insights that provide deeper connections.
In this piece, we examine the important trends impacting CX, ranging from conversational AI, voice, to hyper-personalisation and provide a roadmap for companies looking to better their customer experience initiatives.
Customers want to control the narrative
Customers are left feeling frustrated and powerless when they are pressured to exhibit specific behaviours. When a customer calls customer care and is compelled to use an interactive voice response (IVR) system, for instance, it is tedious and takes a very long time to navigate when all they want to do is press the right number to speak with a live agent. A better alternative would be to provide customers the option of using an AI-powered chatbot, a knowledge library, frequently asked questions, or speaking directly with a support representative. Regardless of how consumers choose to contact customer service, they will have control over their own story, which will improve rather than detract from their customer experience.
Customers prefer being offered a few solutions to a problem rather than having a problem solved with a single solution, adding that the survey discovered that basic psychological demands (relatedness, mastery, and autonomy) also apply to customer relationships.
Digital customer experience is a priority
According to a Report, digital customer experience remains a top focus. A recent poll revealed that 81% of customer experience executives consider DCX crucial, a significant increase from 2% the previous year.
According to this report, brands with effective DCX tools are nearly twice as likely to have implemented personalisation as those with ineffective tools, with 34% of those with “working well” tools already reaping the benefits of their personalisation efforts.
The technology that enables increased levels of customisation is evolving and now incorporates sentiment and intent analysis. “Tools that perform sentiment analysis will remain successful because they increase efficiency by scanning and comprehending information, allowing it to be readily sent to the appropriate human. Tools that provide insight into purpose will also be successful. This technology will be especially useful for increasing efficiency and customisation, as intent can better target stakeholders and buyers.
Excellent Customer Service Is Not Optional
Another survey discovered that 94% of respondents believe a favourable customer service experience makes them more inclined to buy again
According to research, more than half of consumers either reduce or discontinue their spending with the company following a terrible customer service encounter.
Poor service leads to businesses losing $75 billion annually in revenue, and companies must prioritise customer retention to avoid losing time in the macro environment.
Recognising past purchase history and knowing the customer’s name, address, and contact information allows the experience to be highly personalised, and customers can avoid annoying and time-consuming pain points like having to repeat information.
Aiming for Hyper-Personalisation
According to research, the most powerful organisations, driven by the most effective marketing executives, will take advantage of AI tools’ capacity to massively customise marketing experiences. The value of relationship-building and authenticity will be evident in our increasingly digital world, making firms stand out.