AI takes digital customer experience to the next level by allowing companies to be available to their prospects at every purchasing process point.
Fremont, CA: Desiring to stay abreast in an increasingly competitive world of business? Building a strong customer experience is mandatory.
While product differentiation and marketing strategies are essential, businesses that concentrate on customer experience are poised to succeed in the long run. After all, several studies indicate that consumers are searching for more than a product when deciding which brands to engage with.
Here are four new trends in customer experience that companies should focus on in 2020 to reap benefits.
The AI Magic
Consumers today are searching for proactive brands that are responsive to their requirements. Businesses need to fulfill the demands of customers to get instant feedback. Companies would have to switch to artificial intelligence (AI) technologies to enhance customer experience by providing tailored feedbacks in real-time.
AI takes digital customer experience to the next level by allowing companies to be available to their prospects at every purchasing process point. For example, AI chatbots help to find a consumer's intent through a set of questions tagged with unique trigger words. The user's conversation will then be forwarded to the concerned department, based on the trigger words detected, for further action.
Companies should focus on omnichannel delivery to offer a uniform and consistent experience to customers across multiple touchpoints. Enabling uniform and consistent customer experience across various marketing platforms helps create brand continuity and loyalty. Brands should adopt a roadmap for digital consumer engagement across different channels where their prospects hang out.
Predictive analysis uses historical data, statistical algorithms, and machine learning to forecast future customer behavior. In 2021, more brands will begin to invest in predictive analytics in their quest to offer more customized experiences.
Brands can use predictive analytics to classify customer responses, optimize processes, and leverage resources.
Employee Experience is Paramount
Various reports indicate that employees experience and overall customer loyalty are closely linked. Recent Research reports reveal that businesses with more engaged employees perform almost 1.5 times better than their market rivals.
Brands trying to advance in all aspects of their operations will need to focus more on retaining employees in 2020. Deployment of intranets and extranets, providing timely incentives, and conducting employee satisfaction reports are some of the items that will help improve productivity.