Customer Experience: Present and Keys of the Future

In an increasingly globalized and connected world, the customer experience has become the cornerstone of success, or failure, in business. In the midst of the 21st century, in the midst of information, communication and increasingly intelligent technologies, no company can ignore the importance of offering the best possible customer experience, something that most organizations already agree on.

According to the Harvard Business Review report, published in January of this same year, 86% of business leaders agree that the customer experience is vital to success. For this, it is important to have effective and efficient call center software.

How to Optimize the Customer Experience

A recent study by Trend Watching under the title “The Future of Customer Experience” presents the keys to the present and future in terms of customer service and customer experience.

Thus, the report seeks to outline the rules of engagement that facilitate the optimization of the customer experience, meeting their needs and raising their loyalty as essential keys for the business to go well.

To do this, Trend Watching starts from a clear premise that is now necessary to assume: to better understand customers, it is necessary to divert the attention of consumers and start looking at companies, because “tomorrow’s customer expectations are being fixed by today’s innovations.”

Following this line, the study gathers some of the best initiatives and innovations that higher expectations generate around the customer satisfaction, whether related to product, service, marketing, experience itself or approach to the business model. These innovations are the inspiration for knowing where to lead the next initiatives of the customer satisfaction in a company.

Some of these keys and innovations more outstanding are the following:

• Devices connected with image and/or voice recognition functions are demonstrating their efficiency.

• Advances in automated learning are generating huge amounts of data that are valuable information that enables brands to make better decisions on behalf of the customer.

But these are only two aspects within a comprehensive study in which we can observe the real experience of such important, diverse and successful companies globally as Amazon, Netflix, Pirelli, Air Bank, L’Oréal, Adidas or Apple, among others, all characterized by maximizing the customer service and customer experience.