The race to provide exceptional customer experiences is as fierce as it has always been. Customers are pressuring brands to provide value and convenience that is tailored to their specific requirements.
Meanwhile, CX technology trends are becoming more prevalent. Omnichannel services are becoming more customizable, smart speakers are becoming more popular, and self-service is being redefined.
Customer Experience Trends That Are Shaping Customer Service
Trend #1: Approaching omnichannel from the customer’s perspective.
Bringing together multiple channels to create a unified customer experience was considered disruptive a few years ago. It’s now a differentiator. Leading brands provide unified omnichannel services that are tailored to the specific needs and preferences of their customers.
Trend #2: Voice assistants are still in their infancy.
As more people welcome voice assistants into their homes and offices, brands must consider how they will connect with customers in a genuine but non-intrusive manner.
Trend #3: Supporting an IoT World
Artificially intelligent devices are beginning to act on behalf of human customers in an increasingly IoT world. What happens if the customer is a robot? From automobiles and refrigerators to smart speakers, an increasing number of devices are acting.
Trend #4: Growing Pains in Customer Experience
Quick CX wins are beneficial in the short term, but a culture of quick wins is lethal. Furthermore, quick wins like providing free snacks in a store or increasing response rates online can only go so far.
Trend #5: Increased AI integration
The growing demand for ubiquitous customer support necessitates the use of AI-powered assistance. Customers expect support services to be available at all times, from any location, and through multiple channels.
Companies are doubling down on automation, AI, machine learning, and knowledge tools to help associates increase efficiencies, reduce costs, and improve the customer experience in order to keep up with demand. Contact Cegura Technologies to know more!
