With 68% of B2B marketers saying that delivering a consistent, high-quality customer experience is vitally important, it’s essential for businesses to vnpay phone number data stay up to date with the latest industry trends and predictions for 2020. This year, a huge amount of change is expected to happen, especially as new emerging technologies begin to change, replace and create new jobs.
A study conducted last year predicted that 53% of businesses will use chatbots by 2020, which is a 136% growth since April 2019, when the data was collected. Now that we’ve survived the chatbot boom, what’s next? It looks like new technologies incorporating AI and audience-based frameworks will be the next big thing in the world of customer experience.
Obsolete technology
Today, outdated technology is a major barrier to delivering an exceptional, seamless customer experience. Quality management is key, and customer experience agents need the fastest, most up-to-date technology support to successfully respond to consumer needs.
If a company chooses not to invest in its digital assets, it sends the wrong message, implying that customers’ wants and needs are not considered a priority. Every interaction a consumer has with a brand defines their perception of it. If they are not served quickly and effectively due to inefficient processes and operations, time will be wasted, shoppers will be unhappy, and profits will be lost.
Companies looking to overcome these barriers need to modernize their technologies and embark on a digital transformation journey. However, this goes beyond replacing existing technology – it’s about transforming the way the entire organization designs, plans, operates and executes. It’s about a mindset shift.
AI is here to stay
AI's complexity is growing at the same rate as its popularity. Its ability to reduce costs and offer an impressive level of customization and adaptation makes even the most tedious tasks a bearable process.
According to Gartner , 85% of customer relationships are expected to take place without a human presence this year. This is where AI comes into its own. Consumers want to feel like they are talking to a human, someone who is like them. AI delivers exactly this by providing an intelligent, informed and delightful customer experience, making this service feel more natural for buyers.
From a more technical perspective , AI helps unify data and deliver accurate, valuable insights in real time. For example, Sephora , one of the leading beauty brands in the industry, offers users the Virtual Artist app, through which they can virtually try on cosmetic products to find the one that suits their skin tone before making a purchase. The app allows users to access the brand’s entire catalog with a single click. It also suggests personalized recommendations and shares offers in real time.
Audience-based structures
Forrester predicts that by 2020, 30% more organizations will choose to adopt audience-based structures, an organizational change that is more of a marathon than a sprint. As Forrester points out, the problem lies not in mindset, philosophy, or vision, but in the reluctance to structural change, which requires a much more gradual approach.