3 Technologies at the Forefront of Customer Experience
As customer expectations continue their climb towards maximum ease and efficiency, C and X are two letters that you will surely be seeing more of for the foreseeable future. Customer experience is forecast to be the key brand differentiator by the year 2020, so if you haven’t thought about how to maximise yours yet, you best get thinking!
There are plenty of options out there to help you do so, due to the consistent appearance of new and unbelievably useful technologies. Here are 3 which are leading the way in the current CX revolution!
The IoT (Internet of Things)
The Internet of Things is currently allowing for unprecedented levels of data collection, and subsequent integration into customer experience. Billions of devices across the globe are now connected to the internet, meaning that data on how those devices are used, and what for, can be collected, shared and analysed for the purpose of recognising patterns and themes in customers’ behaviour.
From a person’s age, how they use the internet to search for products and even gender, the IoT can provide invaluable insights into which direction you should be taking your customer experience. When you know all of the ins and outs of your customers’ behaviour, you can provide them a perfectly tailored service.
You’re going to struggle to maximise your customer experience if the attentions and skills of your team are not applied to the areas which require them most; this is where automation comes in. Automating certain less taxing aspects of your business will free up valuable members of staff, who’s increased attention on more specialist tasks will undoubtedly pay dividends for your CX.
Take chatbots for example. There is a reason why so many companies have a live help chat which pops up the moment you enter their website; it enables customers to make common enquiries direct to your system, rather than clogging up your phone lines with calls concerning FAQs. Customers with more complex enquiries will get through to you faster, and they’ll love you for it!
AI (Artificial Intelligence)
AI is pretty much at the heart of providing a 5-star customer experience. When utilised effectively, it will tell you absolutely everything you need to know about what your customers want and, more importantly, what they need. After all, it’s called artificial INTELLIGENCE for a reason!
Imagine having a tool which tells you why a customer made a certain buying decision, allowing you to tailor your marketing messages to suit that behaviour. Well, this is exactly what AI can do for you, which is why we are currently seeing Artificial Intelligence in virtually every aspect of every successful customer experience.
Of course these aren’t the only technological developments which are taking the world of CX by storm. But, if you’re stuck for ideas on what to do next, these 3 technologies are certainly the best place to start! You can thank us later.