ROI CX Solutions is a Business Reporter client.
How exceptional is your customer experience? Even if you think it's good, it's probably a question worth asking. After all, by many measures, consumer expectations have never been higher. According A study, 54 percent of consumers said they would leave a brand after just one bad experience. However, about the same number also said they would give a brand another chance if they got excellent customer service.
So if you're a brand looking to grow this year, this means you should be paying more attention than ever to your CX. Not only will this attract new customers, but it can also transform casual customers into lifelong brand advocates. To help you, here are 10 crucial CX trends to stay ahead in 2024.
1. Human-powered AI support
AI has received more publicity than any other technology this year: some of it deserved, some of it is probably overblown. However, regardless of what you think about it, there is no denying that AI will play an important role in the continued transformation of CX.
But the real transformation will not just be what AI can do on its own, but also how AI augments and improves the way humans work. This makes sense considering that, in multiple studies, consumers vastly prefer interacting with real humans over AI when they need customer service. Still, AI can be used to make these humans work much more efficiently and effectively. For example, it could help optimize self-support or improve personalization. If used correctly, it could even help double or triple the capacity of each agent.
All About AI: Whatever you think, artificial intelligence will play an important role in the continued transformation of CX
(ROI CX Solutions)
2. Real-time personalization
Everyone prefers a more personal brand experience, but Gen Z and younger consumers increasingly expect it. Having grown up with technology that learns and adapts to their preferences, nearly nine in 10 of them now say that a personalized shopping experience is a requirement for continued brand engagement.
Fortunately, the continued rise of AI makes it easier than ever to offer this type of experience. Instead of simply learning a customer's name or address, companies can use artificial intelligence algorithms to analyze their behavior in real time and deliver highly personalized content, recommendations, and interactions. This real-time personalization not only establishes a deep emotional connection but also fosters brand loyalty, a cornerstone for sustained success.
3. Seamless omnichannel experiences
Omnichannel has felt ubiquitous in the CX industry for years, to the point that many now consider it little more than a buzzword. But this would be a mistake. In the future, successful brands will not only be able to reach customers through multiple channels, but they will also know how to create a seamless and cohesive customer journey.
Doing this means taking a smarter, more dynamic approach to cross-channel communication. Brands must understand the paths their customers have taken so they can meet them where they are and provide them with the information they need. They should not have to be asked to repeat information or required to reveal personal information at different touchpoints.
As the concept of this type of omnichannel grows, tools such as intelligent authentication technology and advanced customer relationship management (CRM) systems will be essential for tracking customer interactions.
4. Immersive CX
For your marketing to stand out from the competition today, it will take more than just a clever ad. That's why many companies are adopting the latest in immersive technology.
Virtual reality (VR), augmented reality (AR), and other types of interactive and gamified interactions are transforming the way customers experience brands. Instead of simply getting information or a persuasive sales pitch, they may get a hands-on product demonstration or a more memorable and even entertaining shopping trip.
For example, customers can now try on glasses virtually from the comfort of their home or use their phone to visualize how a new sofa or piece of furniture will look in a room. As this technology continues to advance, these types of interactions will become more and more common.
5. Voice and conversational interfaces
In parallel with VR and AR technology, voice and other conversational interfaces will continue to be one of the main CX strategies because of how easy they make it easier to interact with brands. Instead of having to read confusing help articles or navigate telephone networks, these technologies allow customers to interact with a brand the same way they would with a real human being.
Brands should focus on developing these services over the next year with the help of AI. For example, a virtual assistant could help onboard new customers, while an AI chatbot could answer common questions or address basic customer complaints. By making these efforts, brands will be able to provide faster customer support along with personalized recommendations, giving customers access to a more rewarding experience.
What can we do for you today? AI chatbots could help onboard customers and address basic complaints
(ROI CX Solutions)
6. Data security and privacy
Concerns about data privacy and security are always high on the list, but businesses must now figure out how to balance these concerns with the need to remain agile. While nothing can damage customer loyalty more than a security breach, it's also important for businesses to be able to embrace emerging technologies like AI.
Companies should start by implementing transparent, easy-to-understand policies that strengthen their own security and privacy, as well as those of their customers. Once implemented, companies will be in a good position to evaluate new uses of the technology against security concerns, allowing them to maintain trust without also sacrificing innovation.
7. Sustainability and ethical business practices
Customers care more than ever about being responsible consumers. In 2023, nearly a third of American shoppers stopped using a brand due to concerns about its sustainability. And where are they changing? Increasingly, these are companies that are taking real steps to address environmental, ethical and sustainability issues.
Because of this, a commitment to sustainability is now considered essential for more brands. Socially conscious consumers want to use companies that share their ethos, whether that means they adopt ethical sourcing practices, pay fair and living wages, or work to achieve transparency in their supply chain. Making these efforts is not only great for the environment, but it also builds long-term confidence.
Business Reporter: Roi CX Solutions
8. Predictive analytics to gain insights into customers
The ability to react quickly to customer trends and data is no longer enough. Instead, to stay ahead, companies must use predictive analytics to continually anticipate what their customers want.
The ability to take data, see patterns, and deliver what customers expect is what sets today's most successful companies apart from the rest. Companies that can achieve this can take a more strategic approach to their decision making, optimize costs and labor, and better tailor their offerings to what their customers want. It's also a great way to make CX more effective without losing its human touch.
9. Employee Experience (EX)
A great customer experience can't happen without also creating a great employee experience (EX). Those companies that are able to attract quality employees and retain them long-term are the ones that will also increase customer loyalty and brand growth.
The role of technology will be fundamental to make this happen. Companies that invest in technology to make their employees more productive, rather than simply replacing them with machines, will be able to give those workers more interesting and creative tasks. This will attract more talent and help those companies be known as great places to work. And once employees are satisfied with their work, customers are likely to be even happier with their products.
10. Subcontracting
Outsourcing specialized CX tasks, such as customer service, analytics, and technology management, to experts will be the key to success in 2024. These experts can not only help make these solutions run more efficiently, but they will also help free up business resources so that the company can focus on what is most important to them.
That will mean a better, more focused customer journey on all fronts. Customers will receive the care and attention they need at every step, while companies will be able to innovate and even experiment more freely. Whether nearshore or offshore solutions are used, it can also be a great way to reduce costs and optimize operations without affecting quality.
The coming year presents many exciting opportunities for businesses. Their success will not be measured only by the product or service offered, but by the fluid, personalized and immersive experiences that companies offer their customers. By embracing these trends, companies can position themselves at the forefront of customer-centric innovation, ensuring long-term success and customer loyalty in an ever-evolving business landscape.
Some of the world's leading customer service brands have chosen to outsource their customer experience to ROI CX Solutions. Stay ahead of the curve by delivering exceptional customer experiences. Get more information at Return on Investment (CX) Solutions.
