25 Jan

Three Current Trends that Could Transform Customer Experience in 2018

Three Current Trends that could transform Customer Experience in 2018

The expectations from the customers are higher than ever, and progressive brands have already identified the importance of customer experience (CX) in a bid to live up to those expectations. From mapping an efficient customer journey to guiding the customers through the process, CX has turned into a vital link that businesses need to stay connected with their customers. Even in 2018, CX would continue to be the primary factor required for building the customer’s trust, and a brand’s identity.

Going by the past trends, it is being forecasted that new technological and strategic solution will continue to evolve and make the purchase decision easier. Also, the engagement levels could be further optimized as companies will look to take the advantage of the ever-improving technology, tools and communication channels to support the points of contact. However, experts believe that some of these deferential CX trends could turn much more prominent in 2018.

Optimization of Customer Journeys

A typical customer journey is created by all the moments of customers’ interaction with the company, product, or service. It starts from pre-purchase, leading up to the sale, and ends with post-purchase feedback from the customers. While companies could focus on creating a reliable product and an efficient delivery mechanism, an indifferent customer service could turn out to be that weak link which could keep customers from coming back. In another scenario, a clumsy website or a laidback social-networking effort would be the reason for potential customers looking elsewhere.

However, the trends indicate that in 2018, business would look to optimize every aspect of the customer journey by controlling each diminutive customer touch-point. For this to happen, they would have to identify every little loophole and iron out the wrinkles in the process. Thus, the key to optimizing the customer journey could be the additional focus on maintaining an omnichannel platform that ensures smooth and consistent communication.

According to Gartner, 85% of customer interactions will be managed without a human, by 2020

Improvements in Personalization Techniques

Personalization has become an important part of every channel of interaction between companies and their target audience. Be it a point of sale at a brick and mortar outlet or an online e-commerce platform, personalization is now a necessity for tuning prospect into customers and making them stay loyal. Even in 2018, the ability to personalize their interactions and offerings across channels would be a critical aspect for enterprises looking to succeed and stay relevant.

In next couple of years, emerging technologies would be extensively used for tracking and monitoring customer data and preferences, leading to intelligent personalization mechanisms. Moreover, individualistic preferences could be subsequently translated into enhanced experiences across various industries, especially within entertainment and hospitality.

Adoption of Constructive Automation

In 2018, many more businesses will look to adopt artificial intelligence solutions to increase productivity and reduce costs. Constructive automation could only add to their advantage while trying to remain competitive without compromising on quality. Also, AI can be helpful in simplifying mundane tasks such as analyzing big data to extract valuable insights.

The adoption of Robots such as chatbots across service, marketing, and sales routines could also turn conventional in next few years. As the technology gets easier to deploy and operate, robotic automation tools could play a major role in help in reducing the cost and bringing down the ROI by eliminating mundane tasks that slow down the processes. The resources saved through this could be diverted towards critical requirements such as research and innovation, which could help the enterprises in maximizing their growth and profitability.

According to Forrester, 72% of businesses say that improving customer experience is their top priority, while only 63% prioritize on implementing technology investments to reach their goal

Overall, these customer experience trends could help businesses face the usual challenges of achieving their goals improve their chances of sustaining in a global market that continues to get challenging.

Thus, 2018 could also witness a flurry of opportunities for business looking to deliver more personalized, targeted and relevant customer experiences. Brands that are able to use CX as an effective tool for navigating the forces of change and successfully impress the empowered customers could turn into market leaders.

Customer experience has turned into a vital link that connects businesses with their customers. It has a critical role in mapping an efficient customer journey and even guiding the customers through the process. As per the latest trend, companies would look to optimize every aspect of the customer journey by controlling each diminutive customer touch-point. Also, the ability to personalize the interactions across channels would be a critical aspect for enterprises looking to succeed and stay relevant. Thus, 2018 could witness a flurry of opportunities for business looking to deliver more personalized, targeted and relevant customer experiences.