Improving customer experience (CX) – a concept that encompasses everything from the level of service provided to how well products fit into their lives – will be a major focus for businesses in 2022. Over the next year, brands will build on their successes (and learn from their failures), leveraging technology-driven solutions to the challenges of deepening connections and relationships with their customers.
AI and the internet of things (IoT) platforms have been enthusiastically adopted in marketing, product design, and customer service, primarily because they enable businesses to improve the experiences we have when interacting with brands or using their goods or services. This will be the most important trend driving customer experience in 2022, and here are five ways we will see it:
1. Brands compete primarily based on the customer experience.
Forget about undercutting competitors’ prices; providing a superior customer experience is quickly becoming a top priority for brands looking to stand out from the crowd. Right now, brands are laser-focused on customer experience, in part because they know that people will pay more for great experiences.
2. Smarter products and services
Devices we carry and interact with are increasingly capable of collecting data from us and the world we live in, thanks to the IoT and wearables revolution. Experience-focused businesses are quickly becoming adept at utilizing this data to enhance the richness and utility of our interactions with them.
3. Automation in customer service
The level and quality of service that customers receive from businesses is an important aspect of the experience that they provide. Customers are unlikely to rate their experiences with a company highly if they know they will spend a long time “on hold,” be passed between multiple departments, or end up speaking with poorly trained advisors who can’t help them solve their problems.
These three CX trends represent very real opportunities for businesses. To know more about how to improve your customer experience, call Cegura Technologies today!
