The Future of CX : Customer Experience Trends in 2020

The business scenarios continue to shift rapidly due to unforeseen and constant changes in customer expectations. With the growing emphasis on the dire need of making the customer happy to keep the business up and going, customer experience management has garnered substantial importance in today’s business world. 

As a growing number of businesses become considerate about how critical a digital experience is, they have shifted their focus on anticipating the customer experience trends, 2020. Businesses have become mindful of emerging customer trends to  quickly adapt their strategies to the latest insights and deliver a lasting customer experience.

Customer Experience is Timeless

Customer experience has become a top priority for businesses in 2019 and will be no different in 2020. Customers stay loyal with companies that deliver a delightful and rich experience, and they no longer base their loyalty on product or price they receive. If a company cannot keep up with the rapidly changing demands of their customers, they will leave it.

Megatrends that are Likely to Shape Customer Experience 

The digital era continues to disrupt almost every business out there and in view of such a rapid drift in various industry verticals, customer expectations have reached a new high. Growing expectations of customers for intuitive, contextual and experimental engagement with businesses across all touchpoints have led to a recent evolution from voice   communication to proactive hubs that deliver omni-channel customer experiences. 

The wave of digital 2.0 technologies, such as artificial intelligence (AI),  machine learning (ML), biometrics and robotic process automation (RPA) are adding considerably to the capabilities of contact centers by enabling convergence of systems for zero—UI, digital efficiencies and self-service capabilities. The crux is customer experience will continue to reign supreme for businesses. 

Here are a few emerging trends in customer experience 2020.

Predictive Analytics to Take a Center Stage 

Smart marketing is all about being able to scrutinize customer behavior well to attain invaluable data required to deliver great customer experience and service. Businesses will embrace predictive speech analytics in 2020 in order to identify the right opportunities at the right time while delivering a high-touch and fulfilling customer experience. This wide adoption of predictive technology will alter the big picture of customer engagements and eliminate the need to visit transactional history repeatedly. Intelligent insights into the long-term buying patterns of their customers through predictive analytics will help smart marketers turn the tables around for their company while making the workflow smooth and enabling higher ROIs.

Digitalizing the Customer Experience to become Paramount 

As the world shifts towards a tech-driven age, companies have put a significant focus on perfecting the digital customer experience. According to Gartner statistics, 56% of CEOs said digital improvements have led to revenue growth. Companies will focus more on making their customer experience more digital in view of the wide availability of customer service software and resources that are required to implement a technology-driven approach. 

Digitization will eliminate the cold calls with a much more effective social selling, enabling companies to provide a seamless real-time experience to customers.  The unprecedented demand for effortless experiences, and response within a matter of seconds not minutes will profoundly impact the customer engagement strategies worldwide. The future of customer experience is all bright with a large number of product and service companies are likely to undergo complete digital transformation in 2020. 

Dramatic Increase in the use of Virtual Assistants Ahead

Gartner predicts that by 2020, 25% of customer service operations will utilize virtual customer assistants such as chatbots. To compare, less than 2% of companies reported using virtual assistants for customer experience management. With a large number of companies finding it difficult to expand their bandwidth without additional human resource hiring to operate their support channels, the virtual assistant software will garner all the limelight in 2020. 

Virtual assistant software provides in-app interactive support for users and takes all the pressure on its shoulder. Though these virtual assistants can’t eliminate the need for human rep, it can definitely answer questions quickly to  save time for the customer and the company as well. Virtual assistant software will become instrumental in helping companies achieve their daily customer service and support goals. This emerging trend points towards self-service as a new battlefield of CX. 

Omnichannel Delivery to Grab all the Attention

The business scenario will witness a lot of disruption in 2020 with companies likely to shift from multi-channel marketing to omnichannel marketing to make the customers the ultimate controller of their shopping experience. 

They will focus more on omnichannel experience that facilitates tracking customer needs before they even engage. This will enable a cohesive, rich and rewarding shopping experience for customers. Companies will drive customer loyalty by understanding their needs accurately and delivering the kind of niche experience they seek. 

Looking Forward

Customer experience will timelessly remain the key to  unlock unparalleled opportunities in today’s highly competitive business market. Customer experience trends will continue to evolve in 2020 and beyond.  

Knowledge Source – Syncrasy

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