Top 5 Customer Experience Trends
Here are the most relevant customer experience trends to be aware of if you want to stay ahead of the competition.
1. Human and Automation Integration
Automation is a smart way for an organization to save money on customer service while still reducing the time it takes to resolve basic service requests. But how do customers respond to this?
Only 63 percent of consumers are comfortable with chatbot support!
Businesses still need human customer service representatives. Customers are hesitant to trust chatbots. At this time, humans are still critical to the service element of digital CX. To have the best possible user service, they can still be used in conjunction with chatbots.
Customers have come to demand hyper-personalized service. Consumers now want hyper-personalized experiences more than ever before, and big data analytics offers the insights needed to make this happen.
“75% of customers are more likely to buy from a brand who knows their identity, their buying experience, and/or makes recommendations based on their past purchases”, according to Accenture.
Companies may do this by segmenting their ad efforts depending on the preferences of their target customers. This is most often used in email marketing or on e-commerce websites.
People who have recently bought a laptop from an online store, for example, can receive suggestions for other pairs of laptops such as a wireless mouse, laptop sleeve, etc. or that can be combined with the laptop to create a personalized shopping list.
3. Be Radically Transparent with customers
One of the most critical and urgent trends in customer experience is the improvement of transparency. Transparency in advertising, pricing, marketing strategies, and other areas will help you establish and retain credibility in your customers.
A company’s marketing efforts should also demonstrate transparency and integrity. Customers trust authentic messaging that aligns with a company’s core principles.
Dishonesty is often revealed in the modern era, and it may jeopardize customer interest that has been built over time.
4. Customer Data Protection
One of the great examples of being transparent is being a complaint about customer data gathered and used by the firm. The General Data Protection Regulation (GDPR) law in Europe is all about data disclosure regulations.
While collecting customer data is one thing, protecting the data is an entirely different story. A data breach will wreak havoc on the digital consumer experience while also eroding confidence in the company.
Research says that 50% of consumers will view a brand negatively over 1 year after a data breach!
5. AI is Transforming Digital Customer Experience
AI has the potential to be one of the most innovative innovations in recent memory. Many customer experience trends are dependent on AI technologies, and it can help to change the modern customer experience as we know it.
38% of businesses are using some form of AI technology; it is projected that the number will grow to 62% by the end of 2021.
Brands can achieve a much more precise view of their customers by combining AI and machine learning for collecting and analyzing demographic, historical, and behavioral data.
By leveraging AI to know the customer better and taking advantage of real-time decision-making and predictive analysis, the customer journey can be improved through all touchpoints and across all channels.