Understanding Customer Experience (CX) Trends This 2020 is vital for Business Success.
Understanding Customer Experience (CX) trends requires to evaluate feelings and thoughts that customers associate with your brand. It stems from interactions with the customer which will later manifest as stories and memories that will be recalled.
Here are the top two Customer Experience (CX) trends that every brand must consider in 2020 when understanding the customer experience.
1. The Year Of The Bots
Forrester, a leading American research company, identifies that 35% of firms are examining how bots effectively improve the customer service experience.
The acting vice president Gene Alvarez discussed at the Gartner Customer Experience Summit in Tokyo, how more than half of organisations are investing in VCAs (Virtual Chat Assistant) for customer service.
Using Artificial Intelligence
Companies are realising of automated self-service advantages and this is predominantly due to these systems’ innate ability to mimic human interaction for complex situations.
Research shows us over 30% of all B2B companies will employ artificial intelligence (AI) to improve at least one of their primary sales processes. Furthermore, augmented reality, virtual reality and mixed reality solutions will be adopted by 20% of large enterprises as part of their digital transformation strategy.
2. Human Connections
As businesses focus on improving customer experience, it’s imperative for marketers to see the distinction between technology and human experience.
Customer experience refers to a business’s customer strategy to achieve a high level of interaction and engagement. Wait times and accessibility is an example of a variable that can be manipulated to ensure customer satisfaction.
However, the most crucial point to remember is, human experience can shape a consumer’s feelings in favour of a company or service.
Certain organisations and businesses can sometimes forget that their customers are humans and many companies are rethinking their values, their processes, and their relationships.
How can we generate a good customer experience?
Customers in general value experience with human connection and patronize brands that promote the values that they believe in. To create human connections, Deloitte Consulting recommends organisations to embrace authenticity and transformational advocacy.
Authenticity cannot be faked and can be difficult to convey via phone or online. That is why it requires the entire organisation to embrace the shift towards it.
Transformational advocacy, on the other hand, is a drive within the organisation to create positive change in the world through business. When customers interact with that business, they enter a narrative where they are contributing or at least feel they are contributing to better the world.
What do we need to do next?
Finally, customer experience is all about understanding your customers and executing your strategy in both an efficient and human way. This is why bots and human experience need to work together – so your business can create positive customer experiences through 2020 and beyond