These 5 Trends are Driving the Customer Experience in 2017
Mobile. Artificial intelligence. Chatbots. The Internet of Things. Integrated suite cloud solutions.
All these terms have come to be driven by data and materialized into necessary components for successful business growth, revenue, and engagement. Technology is challenging businesses to adopt smarter approaches to development and delivery of products and services. On the flip side of the coin, increasing customer expectations are raising the bar for innovatively connecting experiences.
Despite the many predictions that experts put forth with regard to business, customers, and technology, one thing remains as the driving factor: DATA. Data is the underlying current that helps companies create experiences that customers expect. Data removes silos and replaces them with connected and interconnected systems. Simply put, data moves entire businesses and industries forward.
Companies that pay attention and take advantage of the new ways in which teams can deliver excellent customer experiences will exceed their customers’ demands and transform business as usual. Here are some of those trends to be aware of:
Trend #1
Mobile continues to intensify “micro-moments.”
Mobile devices allow us to do, see, buy, learn, act, think, and find in ways we never imagined to be possible. To succeed, companies must learn to collect, store, and use data that enables devices to work together to deliver an effortless customer experience.
Trend #2
Artificial intelligence creates an absolute 360-degree customer view.
The power of AI enables businesses to gain a 360-degree view of the customer. It personalizes experiences for each customer, makes accurate predictions of buyer behavior, and makes sense of complex data sets.
Trend #3
Chatbots act as a “self-serve” way to connect with customers immediately.
According to Business2Community, “85% of customers will manage their relationship with a brand without human interaction by 2020.” This means companies will be always available and meet customers on the channels they are already using.
As customers become increasingly more demanding (and rightfully so), companies must aim to shift more of their investments to creating innovations for enhanced customer experiences and give themselves the opportunity to develop lifelong relationships with loyal customers.
