To- Chandel Damodaran,
Every successful company knows they are in the business of customer experience (CX). It’s amazing how the concept of building a holistic experience around the customer has evolved. These sweeping changes have given companies a new way of thinking about how to meet customer needs and achieve business outcomes. This newly discovered approach focuses on fast time to market, iterative processes and value creation.
Customers increasingly expect frictionless, seamless experiences across the channels, devices, and touchpoints that are most convenient at the moment. Enterprises are also evolving from multichannel to omnichannel to multiexperience (MX). The lines and expectations between online and offline are becoming increasingly blurred. This is largely driving the demand and adoption of an omnichannel mindset to keep the customer experience seamless and easy.
Today, customer experience (CX) is the key to delivering relevant and personal service while achieving competitive differentiation.
Customers expect companies to be more agile, leaner, customer-centric and resilient, and this is where technology comes into play. In a study by hubspot, 90% of global leaders report that customer expectations have risen to an all-time high after the pandemic. The emergence of new technologies will set the course for the next wave of transformation in CX. Now is the time to assess and discover the right technology and gain experience. Start small and go fast, keeping privacy and data security in mind.
Track and tune CX actions with intelligent analytics
Customer success teams rely on data gleaned from interactions to successfully deliver what customers want. Modern technology tools help CX teams collect and analyze vast amounts of information to deliver actionable insights to every part of the business.
Leverage tools such as surveys, interaction analysis, social listening, and text or sentiment analysis to gather qualitative and quantitative data about your customers and their experiences. These modern CX practices have the ability to collect, analyze, optimize, and act on customer data across all touchpoints and channels to deliver personalized experiences in real time.
of metaverse Adds a new dimension to CX
The Metaverse has made businesses think outside the box. This allowed the leader to conceptualize his CX future and connect experiences with creativity and experimentation. The relationship between brands and customers is evolving faster than ever.
By leveraging the Metaverse, businesses can recreate powerful experiences virtually, transcending geographic limits entirely. Businesses can host events, create communities, and share all kinds of digital experiences to reach a wider audience. Additionally, customers can now customize the service according to their needs using customer-centric tools such as self-service options and in-app messaging.
edge computing Improve your CX
Edge computing makes CX a more engaging experience by enabling a multitude of digital integrations.Ah Gartner report estimates that by 2025, 75% of the world’s data will be processed at the edge, outside traditional centralized data centers and clouds. The result is faster response times and less latency. Sensors, analytics, cameras, and IoT-type devices can be used to directly transform your CX, much like the physical retail environment.
Automation and analytics at the edge can add an element of context to the overall CX experience, making it more personalized and desirable. Edge infrastructure also ensures that every interaction is impactful, yet agile and fast. This improves responsiveness and reduces infrastructure latency issues.
voice technology Make your CX more inclusive
Voice technology can make CX more accessible and inclusive, especially for those who cannot type or write. It also serves as a hands-free option for our customers, bringing another convenience to our customers. Leveraging voice technology, businesses can reach a wider audience by offering multilingual support, thus easing the burden of finding the right resource.
Owing to this growing demand, the voice assistant application market is projected to grow at a compound annual growth rate (CAGR) of 32.4% by 2026 globally. Given that contact centers have also evolved into more customized omnichannel platforms, text-based interactions can also help businesses improve agent training, evaluation, and reporting. Advances in machine learning and artificial intelligence (AI) have revealed and identified better ways to use these interactions to make better customer decisions.
CX is one aspect of business that continues to undergo transformational waves to align with evolving customer journeys and expectations.
A positive customer experience not only encourages customers to build a closer relationship with your brand, but it also helps streamline your business processes. For businesses to succeed at scale, leaders must continue to design and redesign their ecosystem of experiences to respond quickly to customer needs. Leveraging new technologies is the best way to identify new approaches to engagement and build a viable foundation for great CX.
the author is chief technology officer at Brillio.
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