TOP 10 CUSTOMER EXPERIENCE TRENDS

The customer service industry will experience its biggest digital shift to date, as customer experience leaders look to expand channels, leverage analytics, embrace automation and integrate the front office with back office operations. CX pioneers should prepare for a wave of adoption of disruptive technologies such as artificial intelligence (AI), digital self-service and bot tools, as well as the need to hire data scientists to improve business intelligence and better enable consumers to get the right answer quickly. These digital capabilities will help some companies with a unified engagement strategy and service delivery expertise unlock a wealth of transformative opportunities to optimize the customer experience and balance the cost of service through frictionless engagement. In this report, we’ll cover operational trends in digital innovation and customer engagement that will help CX leaders plan their transformation projects in the years ahead.

1) EXPERIENCE TRENDS: Putting the customer back at the center of the process

As the customer relationship becomes more digital, the call center of the 1990s is giving way to the convergence of digital and customer relationships, increasingly creating new customer experience manager positions to manage both poles. We’re interested in our customers’ journeys as a whole, so we talk about their experience. Amazon has chosen to put customers first by innovating in this area with more seamless customer service (one-click shopping) and differentiated customer relationship management (Amazon Prime).

2) EXPERIENCE TRENDS: Multiple channels and immediacy

Being available everywhere, immediately and whenever possible is a real trend last year. Chat, social networks, forums… More than ever, the company wants to control its e-reputation by being able to respond to the needs of its customers in all situations as quickly as possible and at the same time. There are no more unanswered messages, each customer must receive one in record time.

3) EXPERIENCE TRENDS: Personalization and humanization of the customer relationship

The client is no longer the secret of the consultant who answers his request. He has already been identified and is being followed up so that he can start the conversation on Twitter and end it on the phone without having to repeat his request ten times. The machine also has a role to play in this adaptation because it is controlled by increasingly powerful tools, some of which incorporate artificial intelligence.

4) EXPERIENCE TRENDS: A profit center at the service of the customer

Customer service, long considered a cost center, is now considered a real growth lever, with the possibility of improving conversion rates by setting up a more complete customer service (pre-sales/loyalty, e-mail retargeting, cart removal, proactive chat…).

5) EXPERIENCE TRENDS: Cell phone first!

Finally, brands understand that the cell phone and tablet are just as important as the computer and should be given special attention. Mobile application and tablet, responsive or mobile website, SMS, responsive e-mail…

6) EXPERIENCE TRENDS: Connected objects

Darty introduced the Connected Button a long time ago, which allows you to contact Darty’s customer service, but the trend changed last year with the introduction of Amazon’s buttons, which allow you to order different products in one click.

7) EXPERIENCE TRENDS: Artificial intelligence

Algorithms and chatbots will be invited to all events related to the relationship and customer experience as a whole in the coming years. The goal is to satisfy customers 24 hours a day, 365 days a year, without blowing customer service costs. Respond to basic requests immediately so you can focus on the tasks that add value to your business.

8) Content Creation

Who understands what type of mattress is right for you if you only look at one data sheet on the Internet? Not many people, we agree ?

9) Measuring customer satisfaction with KPS and CES.

As acquisition costs and total bads rise and business impact increases, NPS (Net Promoter Score) and CES (Customer Effort Score) are new trends in measuring customer satisfaction. It is no longer possible to call back reviews and respond to feedback.

10) Operational excellence

Unparalleled product availability, ever shorter delivery times, reduction of customer returns, continuous improvement of customer satisfaction, competitive price/performance ratio, additional services and impeccable customer service, cost optimization are the company’s objectives.

 

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