The best way to create loyal customers is to build digital, connected, and adaptive customer experiences. Customers today have more choices between devices, channels, and information, so they have more power to switch brands and broadcast their dislikes than ever before. They also have higher expectations of companies. Companies can easily keep up with these expectations if they use data-driven, connected, and adaptive customer experience processes.
Customer experience leaders tend to grow 14% faster than companies that have lagged in their customer experience processes. New technologies emerge constantly so it is beneficial to know which technologies will benefit your company to improve its customer experience processes. There are five emerging technologies that dictate the difference between success and failure for a company to improve the experiences for their customers.
The first technology is hyper-personalization. Data-driven insights help companies deliver highly-personalized products, services, and content that is relevant to their customer’s unique experiences and context. Companies must embrace hyper-personalization to ensure customers feel like the company has a deep connection with them and that the company cares about them more than their competitors do.
The second technology that is helping companies improve the experiences they offer their customers are chatbots. Chatbots use pre-coded rules or machine learning to take the place of human agents. Chatbots draw on customer and corporate data to deliver answers to customers faster, with more personalization. Chatbots deliver more natural self-service experiences and they are becoming must-haves for customer-facing businesses.
Organic channels are the third technology to improve a company’s customer experience processes. Omni-channels are no longer being used by companies. Instead, organic channels are multiple approaches that combine to form unified elements. With organic channels, customers do not need to move from channel to channel throughout their journey, since they can combine channels simultaneously to create their own unique experience.
Another beneficial emerging technology is the Internet of Things (IoT). IoT allows products, services, and other digital assets to collect and share data. With IoT, real-time insights into customer trends and product performance enhance customer experience. IoT allows companies to see how their customers use their products, enabling them to update features and improve iterations. IoT also allows companies to predict future needs based on past behavior, to anticipate better ways to satisfy customers.
The fifth technology emerging to increase customer experience is adaptive intelligence. Machine learning and AI enable customer experience applications to learn and generate successive iterations of itself automatically. The result of this is the evolution of cloud applications as a company’s customer requirements or market conditions change.
Companies are required provide better customer experience today, or risk losing business to their competitors. To keep up with customer expectations, there are many emerging technologies to help companies achieve this.
Want to know why providing excellent customer experience is the best way to increase consumer loyalty? Click on the link below to watch a quick video and to download the whitepaper The Secret to Raising Loyal Customers.
