Today’s customers focus more on the customer experience served by the brands for making a purchasing decision of the products. With the same categories of products, if your brand is successful in offering excellent customer service, 96% of the customers will be loyal to your brand. Globally, brands believe that customer service has become the most important factor that determines the growth of the business.
Nowadays, companies are putting emphasis more on customer engagement as it brings more customers due to a positive brand reputation. When it comes to enhancing digital customer engagement, CX acts as a vital aspect as customers’ perception drives toward brand loyalty. In this blog, we are going to discuss the futuristic customer experience tech trends that companies are using for their business growth.
Top 12 Customer Experience Tech Trends
Companies that are successful in offering excellent customer service to their consumers are known to implement the latest customer engagement tech trends. If you want to see growth in terms of customer acquisition and sales figures, it is very important to leverage technological advancements in the customer experience field. Here is the list of a few digital customer experience tech trends to follow.
1. Omnichannel Capabilities
Customers nowadays are more likely to contact their preferred brands using multiple touchpoints and expect seamless customer service across all communication channels. To fulfill this customer expectation, companies need to implement an omnichannel customer strategy. It will eventually help you in mapping the customer journeys, outline customer engagement strategies, identify the communication channels, and deliver consistent customer service across all channels throughout their journey.
2. Predictive Analytics
Today’s businesses are focusing more on customer data to deliver a seamless personalized customer experience. Investing in predictive analytics and AI helps in diving deeper into customer insights, thus targeting the right customers while providing them the exact product recommendations and personalized services has become easier. Predictive analytics helps in predicting customer needs, forecast trends, customer behaviors, customer life cycle, decision making, and predefined communication for better customer service.
3. Data-Driven Marketing
Companies using data-driven marketing can easily, target, engage, and nurture customers while meeting their expectations better than ever. Customers claim that personalization helps in making their purchasing behavior and they stick to a brand that remembers their details. With the implementation of data-driven marketing strategies, organizations can improve customer experience by providing personalized marketing, effective cross-selling, better product development, and enhanced sales process.
4. Chatbots Automation
AI is restructuring the ways companies are communicating with their customers. Conversational AI chatbots are responsible for creating contextual customer engagement, personalized customer experience, making sentiment analysis, and boosting customer loyalty. Chatbots are used for providing faster customer responses than ever. Within a fraction of seconds, customers getting a response from the brand creates a positive mindset towards the brand thus increasing loyalty.
5. Augmented Reality
Augmented Reality is considered a boon to the brands for improving the digital customer experience. With AR-enabled systems in your customer support, you can improve the experience of the customers on their buying journey. It enables the customers to have a clear picture of the product i.e. how they will look in reality which helps in taking quicker purchasing decisions. However, with AR, customer service training programs can be more enriched, and also customers can do virtual product testing i.e. doing a trial experience.
6. Artificial Intelligence
Artificial Intelligence (AI) has already become more intelligent and less artificial these days. AI is continuing to accelerate its technology and it can help streamline business processes to the next level. AI as the CX-enabler increases the ability of personalization and customization of customer interactions. The AI-enabled chatbots are used by companies irrespective of sectors for responding to customer queries faster than ever.
7. Internet of Things
IoT is helping organizations with a lot of facets of business such as enhanced safety, asset utilization, better productivity, and cost-efficiency. In terms of enhancing customer experience, with the internet of things, you can gain real-time customer and market data, improved products or services, personalized customer communication, superior customer support, and many more. With better insights, companies can predict customer behavior and their buying patterns thus they can recommend better recommendations and customer service that will eventually boost customer loyalty.
8. Digital Channels
For years, customers have been preferring voice calls and emails as the primary communication channels. Nowadays, customers expect their favorite brands to have multiple digital channels for communication including social media channels, web chat, text messaging, in-app messaging, video chat, customer self-service, and so on. Companies that are offering these communication channels to the customers and are maintaining through omnichannel strategies are known for offering a one-of-a-kind customer experience.
9. Natural Language Processing
Along with sentiment analysis, natural language processing usually listens to the text streams and voice and it acts based on what the customers and the support agents are saying. Natural language processing helps in better product recommendations and it will provide links to the products that match based on your search interest.
10. UX Design
The success of your customer experience depends on how much you are providing end-user experience to your customers. Nowadays, customers are more likely to focus on the visual aspects and the usability of the website and mobile applications. Consumers return from the website if they find a base UX design while browsing products. A well-crafted UX design can elevate your conversion rates up to 400% and a bad UX design will generate a negative brand reputation.
11. Voice Commerce
Voice technology will become a boom and is evolving to create an impact on many e-commerce agencies. Just like Alexa, some virtual assistants help the customers in choosing the right products. While using the voice search and also kiosk screens they get a more enriched shopping experience. Voice technology helps in delivering 24*7 customer support, personalized shopping experience, nurturing customer relationships, promoting deals and offers, sharing product information, etc.
12. Video Marketing
Video marketing strategies are one of the most commonly used tech trends in the digital customer experience. It helps companies during the initial marketing phase while supporting a smoother transition towards the sales funnel. Organizations use videos for demonstrating the pain points, including psychological triggers, identify customer-preferred communication channels, etc. Video storytelling has become a trend that creates a long-lasting effect on customers’ minds. However, companies are also creating videos like instructional guidelines. Live, how-to, FAQs, Q&A, etc. for more customer engagement.
Final Thoughts
With digital advancement, tech trends of customer experience are evolving day by day. While integrating predictive analytics, AI chatbots, video marketing, and consistent communication, companies can find new avenues for engaging their customers. Organizations strengthen their customer relationship and build customer loyalty as a byproduct of this. If you want to stay ahead of the curve, emphasizing customer engagement is the most important aspect of delighting customers. Trupp Global is an outsourcing agency known for its advanced customer support services at an affordable price as per your business needs.