5 Trends Of The Customer Experience In 2019

Focusing on the customer experience has become the most relevant way for an organization to achieve success, installing a competitive advantage and becoming the key differentiator of the business.

The customer experience is much more than just customer service. It is about encouraging employee participation, developing a true understanding of the customer, the architecture of a plan for delivering exceptional customer service, and then empowering employees to deliver it. This will set the difference against the competition and increase the profitability of the brand.

5 Trends Of The Customer Experience In 2019:

1) Prioritization Of Conversational Artificial Intelligence

The general trend of automation is growing, and conversational artificial intelligence (AI) is an area that companies are prioritizing. In addition, voice analysis is generating a large volume of data that can drive the development of proactive decisions and recommendations.

The trend towards conversational AI is causing a growth in knowledge management. Organizations are using the data generated to understand the context and content of interactions with customers. It is allowing them to develop increasingly precise algorithms and models to drive more effective interactions.

In general, organizations use bots along with live agents. The bots learn from the agents and gradually improve their productivity. This allows the organization to evaluate the effectiveness of the introduction of bots. Currently, the general strategy is to harmonize human and virtual agents.

2) Automation Of Robotic Processes Is Changing The Customer Experience

Automatic learning, AI and heuristic neural networks are giving this technology the ability to combine scenarios, increase understanding and make predictive decisions in real time.

It is giving organizations the ability to predict what the future behavior of customers will be, whether it is their propensity to purchase a product or the likelihood of a service problem. All this is changing the customer experience (CX), making it less like a mass service, and more proactive and personalized.

It is expected a great growth in the automation of robotic processes, due to its power to reduce costs, accelerate customer management and make interactions more personalized. According to recent research on the evolution of CX over the next two years, 71% of companies anticipate increases in fully automated contact volumes, while 56% expect telephone transactions to decrease.

3) Data Management Gains Importance

As the number of channels increases, and interactions become increasingly automated, the volume and complexity of the data that is collected increases. When this happens, the ability of the organization to capture, process, govern and analyze the data must evolve rapidly.

4) Omnichannel Is Evolving Towards The Management Of The Customer’s Journey

Designing effective customer trips through multiple channels remains a challenge. When maturity is improving, it focuses on what generates the most value for the client and the organization.

Omnichannel does not mean all channels. What matters is the value for the client and the organization, analyzing the channel preferences for different customer segments and different types of interaction, and thus offering only the most appropriate channels.

According to a study, the use of the term “omnichannel” will begin to diminish and the industry will begin to talk more about “customer trajectory management” to reflect this maturing strategy and a greater focus on value.

5) The Customer Experience In The Cloud Is Expanding

Increasingly, the cloud-based customer experience is being implemented in larger and more complex companies that are moving towards more mature hybrid cloud environments.

These organizations have a general desire to evolve from traditional to automate interactions, and to move from a traditional cost base to a demand. In addition, a self-service product environment can be customized and managed to meet the particular requirements of a customer experience strategy.

Companies are increasingly turning to managed services consulting partners to advise and execute the transformation of their CX capability, including their migration to enterprise-level hybrid environments.