It is a well-known fact that customer-centric organizations tend to do much better than others. Customer experience has been changing at a drastic rate over the past decade and changed the conventional business models by empowering customers. The different opportunities to connect with customers, engage with them, transact, etc. at their own convenience across different channels.
It is highly important that every business organization is updated and keeps track of the latest trends when it comes to customer experience. This helps them to stay ahead of the competition, build a loyal customer base, and develop a strong brand identity. To make things easy for the businesses, we at Flatworld Solutions have created a list of customer experience trends that we need to keep an eye on in the year 2020 and beyond.
We are at a stage when plain and simple customer experience is slowly being replaced by contextual, practical, and more engaging customer experience practices. Some of the latest technologies like biometrics, AI, ML, robotic automation, and deep learning will transform the customers react with brands and businesses.
Here are some of the latest customer experience trends for 2020 and beyond -
In 2020, businesses will have to leverage the latest immersive technologies such as virtual reality and augmented reality to develop a culture of design thinking. This will enable several capabilities including proactive and experience-driven solutions which will surely deliver the best customer experience. Technologies like AR and VR are going to dominate the customer engagement domain by leveraging the power of audio, video, graphics, etc.
More and more businesses will start adopting strategic personalization and dynamic techniques to provide a better customer experience. The main drivers of this will be technologies like IoT, geolocation, AI, predictive analytics, etc. A single view of all the client's interactions across the channel will lead to highly customized messages and conversations.
It is estimated that there will be about 20 billion things which will be connected to the Internet by the year 2020. These include our daily devices such as phones, televisions, PCs, etc. and also connected cars, vending machines, etc. Marketers will get an opportunity to practice in-moment marketing as people will be around so many connected devices. The data extracted from big data analysis of these devices can be utilized to provide the customers with relevant and customized solutions.
It is estimated that about 85% of the total customer interactions will be non-human by the year 2020. Intelligent devices and assistants powered by strong AI algorithms and self-learning platforms will play a key role when it comes to the customer experience of the future. Chatbots and virtual assistants are already able to create personalized customer engagement which will not only save on manpower but also of time and costs.
Immediate actions and instant gratifications are what drives the customer experience environment in today's world. Customers are always on the lookout for brands who would provide them with a quick deal during the transaction, reply to a query within seconds, or provide super-fast delivery. These features will become a norm in 2020 and look to improve the levels of customer experience manifold. Going forward, the speed of execution of tasks will be one of the major differentiators among brands.
Some of the best customer experience tools which will help brands build a strong brand identity, gain loyal customer base, and garner long-term relationships with their clients are listed here -
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