As technologies improve and consumer demands evolve, the customer experience sector is proving to be a fast-paced and exciting place to be. As the end of 2019 approaches, it is time to look ahead to what is in store across the CX industry throughout 2020 and beyond.
Additional AI integration
Artificial intelligence has been the subject of myriad headlines over the last decade but AI integration has the potential to revolutionise the customer experience in a variety of different ways.
Throughout 2020 and beyond, interactions with chatbots are expected to become more natural as AI technology becomes increasingly responsive to contextual cues. Although this technology certainly won’t replace traditional support methods, it can play a key supporting role in a company’s overall customer service strategy.
An increased desire for personalised experiences
We live in a time when we can have tailored apparel or custom meal plans delivered to our homes and can design personalised emojis that reflect our appearance and our moods. This means that consumers have become accustomed to accessing personalised experiences that are tailored to individual needs and preferences.
To continue to meet consumer expectations throughout 2020, businesses will need to collate significant quantities of customer information to make the personalisation decisions that consumers want. Every element of the customer journey can be personalised, including product development, marketing materials and customer support.
Organisations will need to practice seamless knowledge sharing processes and invest in the creation of a considered data strategy to ensure that the right personalisation decisions are made. Increased personalisation will flag up additional security and privacy considerations, so organisations must have a strong team in place to ensure that personalisation and data collection strategies exist in harmony.
Smart self-service capabilities
Sometimes, the best form of customer service is providing consumers with the tools and solutions to solve their own queries. One of the most common forms of digital self-service are automated password reset tools and 2020 looks set to be the year in which businesses become more innovative in their approach to this element of customer service.
It is imperative, however, that firms understand when issues are too complex to be effectively solved with self-service options. In cases such as this, delivering seamless transitions directly to an appropriate customer service representative will be essential to ensure that solutions are provided as efficiently as possible.
Data-led decision making
It is clear that data has a key role to play in the enhancement of the customer experience over the coming years. Understanding how to collect, analyse and apply data is critical and businesses need to have experienced teams in place to ensure that the right decisions are made at the right times.
Identifying trends is essential to the accurate prediction of customer behaviours. This will require the establishment of a culture of knowledge distribution and an atmosphere that unreservedly prioritises collaboration for the benefit of the wider business.
Innovation is occurring at rapid speed and keeping up with the challenges this brings can be difficult. With so many exciting opportunities there for the taking, contacting our experienced team here at Clifford Associates will help you to alleviate resourcing issues within your organisation and ensure that your business is best placed to enhance your customer experience strategy as we move into 2020.
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