An Inconvenient Truth: According to Customerthink, 93% Of Customer Experience Initiatives Are Failing…
Today, customers are demanding more than ever, expecting companies to offer seamless, personalised and convenient experiences with quick solutions. The COVID-19 pandemic has further heightened expectations for contactless, flexible, and safe experiences. Companies must reassess their approach to “customer experience” (CX). Add to this the current economic climate of higher interest rates means that customers expect all this while they are getting more price sensitive. Organisations have to sharpen their focus on delivering and exceeding expectations while keeping costs to serve low. This can be achieved by first understanding the customer journey map, and then systematically delivering value at key moments of truth. Differentiating from the competition with delightful CX (customer experience) will ensure success in a competitive environment.
Note that customer experience and customer service are often confused since they are closely worded and related. CX is a more comprehensive concept that covers all interactions a customer has with a company, whereas, customer service is a critical aspect of CX which serves as a primary touchpoint for customers who need assistance or face issues. While customer service is an essential part of CX, it is only one element. CX encompasses all touchpoints such as a company’s website, mobile app, advertising, packaging, product design, brand perception and so on.
As we step into 2023, the business world is facing a period of uncertainty and economic instability. Yet, one aspect that remains steadfast is the significance that should be placed on enhancing the CX because it brings about cost efficiencies as well as drives competitive advantage.
The investment into CX software is a testament to this, as demonstrated by the findings of Metrigy’s 2023 Technology Spending Outlook. The study surveyed 400 IT, CX, and business leaders globally and reveals that:
- an estimated 65.1% of companies plan to augment their CX technology spending by an average of 24%.
This figure is even more striking when viewed in comparison to broader spending plans, with only 25.7% of companies intending to increase overall business spending.
By keeping a pulse on these emerging trends, companies need to be better equipped at allocating a portion of their budgets to the area that will drive the most impact. The time to act is now, so take the lead and show your customers that you truly value their experience.
Read on as we delve into the future of customer experience (CX) and explore the top 5 predictions for 2023.
1) Unlocking the power of Emotional Intelligence
Never Underestimate the power of empathy
There is a growing trend among companies to place even more emphasis on the development of emotional intelligence and empathy skills in their frontliners and customer service representatives. As first contacts in the customer journey, your frontliners and support staff.
According to a study conducted by Vonage:
•86 percent of customers claim that a positive emotional connection with a contact centre agent would make them likely to do business with you again.
•95 percent of purchasing decisions are made subconsciously (emotionally), meaning that your business relies on emotional intelligence for success.
The use of emotional intelligence in CX
Emotional intelligence is a critical skill when it comes to providing exceptional customer experience (CX), predominantly in the field of customer service. It involves being aware of and managing your own emotions, as well as recognizing and responding appropriately to the emotions of others, in this case, your customers. One way that emotional intelligence can be used in CX is by training customer service representatives to empathise with customers. This involves actively listening to the customer, seeking feedback and understanding the customer verbatim. Too many organisations are focused on behaviour metrics or operational metrics but leave out customer sentiment metrics. Better focusing and exposing customer sentiment and verbatim to frontline teams exponentially increases customer empathy.
2) The Three A’s: AI, Analytics, Automation
From irritating non-functional bots to powerful AI-based CX Platforms.
According to Gartner, the integration of AI technology in contact centres is projected to result in significant cost savings, estimated at approximately $80 billion. This robust impact of AI in the customer experience (CX) industry is not unexpected, as its influence has been rapidly growing since its inception.
The use and evolution of AI in Customer Experience
The use of AI in Customer Experience Management (CXM) initially relied on basic chatbots to automate tasks but has since evolved to offer more advanced features. For instance, AI-powered Net Promoter Score (NPS) programs can gather feedback from various customer touch points, allowing businesses to gain a better understanding of the customer experience and identify areas for improvement.
AI’s role in verbatim analysis is also critical, with machine learning algorithms enabling real-time analysis of customer feedback to extract valuable insights on sentiment and trends. The advantage of AI-powered CXM is that it provides real-time insights, enabling businesses to take prompt action to address issues or capture opportunities e.g. cross-sell. As a result, AI-driven CXM is enabling more advanced capabilities such as new touchpoints, verbatim analysis, and real-time insights, ultimately driving improvements in the customer experience.
Furthermore, AI-driven CXM platforms can process vast amounts of customer data in real time.
3) Maximising Your Reach With Omni Channel Interactions
Enhancing Customer Touchpoints through Personalized And Seamless Omnichannel Interactions
Providing a seamless omnichannel experience requires integrating technology across all touchpoints. This means that customer data must be accessible and consistent across all channels. For example, if a customer starts shopping on a company’s website and then switches to in-store, the in-store associate should have access to the customer’s browsing history and previous purchases. This helps to provide a more personalised and consistent experience, reducing friction, and increasing customer satisfaction.
Personalising customer experience starts with collecting customer data. This data can come from various sources, including customer interactions across different channels. The data collected can then be analysed to gain insights into customer needs.
The use of omnichannel touchpoints in CX
By offering a range of flexible options for customer interaction, companies can facilitate a more convenient and personalised customer journey. These options, which include online shopping, in-store pickup, or doorstep delivery, allow customers to choose the channel that best suits their needs, leading to improved customer satisfaction and higher conversion. Furthermore, the integration of technology across all touchpoints enables companies to provide real-time support to their customers, minimising wait times By leveraging the benefits of an omnichannel approach, companies can cultivate increased customer loyalty and promote long-term growth for their business.
In fact, Harvard Business Review observed the shopping behaviours of 46,000 consumers and found out that around 73% of consumers prefer shopping through multiple channels. Comparatively, 7% of consumers shop online exclusively, and 20% of them shop merely in-store.
4) Virtual And Augmented Reality
Revolutionising Customer Service: Elevate the Experience with Virtual & Augmented Reality.
Virtual and Augmented Reality (VR/AR) innovations have undergone significant advancements in recent times. The customer experience domain has not been exempt from this trend, with businesses becoming cognizant of the prospective advantages that these technologies can have. By furnishing customers with a highly engaging and immersive experience, VR and AR have the potential to transform the way companies engage with their clients, resulting in a superior overall customer experience.
The Use of VR Technology in Customer Experience
VR and AR technologies can be leveraged in multiple ways within the customer experience arena. Virtual product demonstrations, for instance, allow customers to experience a product as if it were tangible, effectively bringing it to life. Augmented reality-powered customer support, on the other hand, provides customers with visually rich and interactive guidance from the comfort of their home. This not only saves time and cost, but also enhances the overall customer experience. By harnessing the capabilities of VR and AR technologies, organisations can remain at the forefront of innovation, delivering a truly memorable and cutting-edge customer experience.
5) Enhancing Customer Data Privacy and Security:
The Importance of Protecting Customer Information in an era of Expanding Data Collection and Processing.
The exponential increase in the collection and processing of customer data has heightened the need for companies to prioritise customer data privacy and security. With customer data being highly sought-after, it is imperative for organisations to employ measures to safeguard this information from malicious actors. Doing so not only protects the privacy of the customer, but it also helps to maintain trust in the brand and foster customer loyalty.
Several data protection laws have been enacted globally to regulate the collection, storage, and use of personal information. These laws, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States, set standards for the responsible handling of customer data and outline penalties for non-compliance. They also give customers greater control over their personal information, such as the right to access and delete their data, and the right to opt out of data collection and processing. Companies must be aware of these regulations and implement measures to ensure compliance and protect their customers’ personal information. Failure to comply can result in significant fines and legal repercussions, which can severely damage a company’s reputation and financial stability.
The use of data privacy and security in Customer Experience Management
To achieve robust data privacy and security, companies must implement comprehensive measures that mitigate the risk of data breaches. This includes the use of encryption technologies, secure data storage systems, and regular security audits. Additionally, organisations must establish transparent policies regarding the collection, utilisation, and sharing of customer data, making customers aware of their rights and the measures being taken to secure their information. By prioritising customer data privacy and security, companies will not only reduce the risk of data breaches but also establish a reputation for trustworthiness and reliability, thereby, strengthening customer loyalty and driving business success.
In conclusion, the future of Customer Experience (CX) in 2023 presents a promising outlook for companies striving to provide outstanding experiences to their clients. By gaining a thorough understanding of these pivotal trends, your businesses can make informed investments in technology that will give them a competitive edge in the market. With these exceptional CX tips, companies can differentiate themselves from the competition and cultivate customer loyalty that drives long-term success.
Revitalise Your Customer Experience with Resonate: Embrace Progress and Stay Ahead in 2023. Experience the Power of Innovative CX Platforms for Unmatched Customer Satisfaction. Connect with us to Discover How You Can Utilise Cutting-Edge Trends and Technologies to Elevate Customer Experiences and Drive Business Growth.