It’s no secret that customer experience is here to stay. When your company prioritizes CX, you’re ensuring a positive experience at every touchpoint. The result? Lead generation and customer retention.
As you develop a CX strategy, it’s essential to keep your eyes on the future. These up-and-coming trends will help you give your CX strategy a boost.
1. Predictive Analytics
Customer experience and customer behavior go hand in hand. However, simply responding to customer behavior isn’t enough. You need to be able to anticipate your customers’ needs. This is where predictive analytics comes in.
When using predictive analytics, your business will use historical data to make predictions for the future. The idea is to stay ahead of customer needs and build your CX strategy accordingly. Modern analytics tools, like experience management software, will help you collect the data you need to do this soothsaying.
2. Customer Self-Service
Gone are the days of waiting on hold. While the classic call center will still be around, CX trends are leaning toward self-service tools. With an intuitive self-service program, your customers will find the information they need in minutes. As a result, you’ll have more satisfied customers and less congested service channels.
Self-service takes on a few different forms. Your website and app might include knowledge bases, FAQs, chatbots, and forums. These tools give your customers the answers they need without any fuss, creating a lower-stress experience.
3. Social Chatbots
Chatbots are a CX staple. If you’re perfecting your CX strategy, you likely have a chatbot on your website already. However, more companies will be adding chatbots to their social media platforms, too. This may not be a surprise, since more and more customers are seeking support on social media.
Twitter and Facebook currently have chatbot services. Internationally, companies are using WhatsApp to communicate with customers as well. By taking advantage of these chatbot services, your company will meet customers where they are. Social media chatbots have the potential to make automated service more personal.
4. AI Voice Assistance
Digital voice assistants have been simplifying users’ lives for years. Tools like Apple’s Siri and Amazon’s Alexa can play music and remind you of your appointments. And now, AI voice assistants will be a key part of CX interfaces.
With AI voice assistance in place, users can use voice commands to find information on a business’s website. This technology can also direct customers to the right phone support. Voice search tools are a convenience for smartphone users and customers on the go. Overall, voice search will save customers time and offer a smoother experience.
5. Human-AI Balance
As chatbots and other AI tools rise in popularity, companies have a tricky question to answer. How can you balance the convenience of AI with the warmth of human connection? In the coming years, successful companies will strike a balance between human and robot customer service representatives.
It’s likely that companies won’t eliminate their call centers. Rather, they will optimize AI tools to help human representatives work more effectively. For example, the employee will be able to review a chatbot conversation before speaking to the customer. They will also handle the higher-level calls, while AI tools cover the simple requests.
It’s also worth noting that machine learning technology will make AI more lifelike than ever. These tools will learn to mimic the nuances of human language. Your CX designers should use this technology to their advantage, creating a more authentic service experience.
6. Increased Personalization
Hyper-personalized features are the future of CX. When a customer logs on to your website or app, they’ll see personalized product and service recommendations. Achieving personalization requires a detailed set of data.
Customer experience designers will use purchase histories and demographic information to inform these recommendations. Real-time data can also stay several steps ahead of customer interest. The goal is to encourage repeat purchases while helping customers feel catered to.
7. Value-Centric Design
In 2021, customers want to purchase from mission-driven companies. Value-centric customer experience design shows patrons what you stand for, while making them part of the conversation. This back-and-forth builds long-term trust and maintains customer loyalty.
Your business can use your website, app, and ad copy to demonstrate these values at every touchpoint. For example, a conscious clothing brand should use sustainability keywords in their copy. These businesses invite customers into the mission through onsite text and CTAs. Patrons will know why they’re purchasing from your company, in addition to what.
8. Digital Privacy
Customer experience is all about making the most of every contact. Your customers are interacting with your business through AI assistants, self-service platforms, and personalized offerings. However, with more touchpoints come more security concerns.
Today’s customer experience trends will underscore an emphasis on data security. Data collected via chatbot and voice search should have a layer of protection, such as encryption. Companies are implementing automated monitoring tools to detect potential threats and respond quickly.
As your company prioritizes data security, be sure to communicate this strategy to your customers. It’s likely that some customers are concerned about providing AI tools with their info. You’ll want to have security and privacy statements on your website. Companies should also update customers about security efforts through email and social media.
9. Customer Feedback
At one time, businesses told customers what they wanted. Today, customer experience reacts to what customers want. Companies should constantly update their CX strategy based on customer feedback, staying transparent in the process.
There are a few ways that CX feedback will add value to your business. Quantitative CX feedback will show exactly which features customers are using, as well as which are generating leads. Qualitative data from surveys and social media comments provide a broader picture. Businesses should adjust their CX programs based on both.
Whether you’re building your CX strategy from scratch or looking for a fresh take, keep your eye on emerging trends. Industry pros are implementing new ways to keep customers engaged and satisfied. By taking risks with your own CX program, your company can stay ahead of the curve.
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