Customer Experience Technology Trends You Should Be Evaluating
In a previous post, we discussed how the right customer experience management strategy can help companies in a variety of industries deliver the best possible experience. Beyond customer service, organizations need to analyze and manage all interactions across the customer journey. By improving customer satisfaction and loyalty, you build stronger relationships and boost your bottom line.
Self-service is becoming a more important part of the customer experience and a standard expectation from the customer’s perspective. Customers want to be able to resolve issues or find information on their own without picking up the phone or sending an email and dealing directly with a human. Forward-thinking companies are embracing innovative technologies that enable self-service options and meet customer demands for an exceptional experience.
Artificial intelligence (AI) is a major driver of self-service offerings and customer service improvement because it makes non-human interactions more human. AI enables technology to learn customer preferences and patterns, create a more personalized experience, respond to customer queries more quickly and accurately, and predict the customer’s future needs. Speech recognition tools can even help you understand customer sentiment.
For example, AI is what makes chatbots work. Chatbots can carry on text conversations with customers while analyzing customer questions and responses to provide the correct information. Essentially, chatbots are a form of automated customer service. Chatbots not only meet customer demand for real-time response, but they also save you money by operating 24×7 and shouldering a large portion of the support burden.
However, today’s chatbots can do more than provide cold, canned responses. They can use emotional intelligence to carefully choose words based on the specific situation. In addition to answering customer queries, chatbots gather customer data, recommend products, and deliver marketing messages based on the customer’s history and preferences.
The billions of Internet of Things (IoT) devices are also a valuable source of insights that can be used to enhance the customer experience. Sensor-generated data is used to develop customer experience strategies that are customized to an individual’s behavior and habits. Everything from search engine history and GPS data to thermostat settings and energy usage can be used to test assumptions and strengthen relationships with customers.
Advanced, AI-driven analytics tools will enable you to extract the deepest insights from your customer data. More specifically, machine learning uses self-learning algorithms to perform intelligent analysis and provide recommendations for improving the customer experience. These tools can predict what will make a customer react positively or negatively so you can adapt your customer experience strategy accordingly. Emerging analytics capabilities can tell you what happened (descriptive analytics), help you understand what could happen (predictive analytics) and suggest the best path forward (prescriptive analytics).
The customer experience is a competitive differentiator that drives purchase decisions. IPC offers consulting services to assist with the evaluation and adoption of these and other technologies that support effective customer experience strategies. Let us help you understand the tools that are available so you can meet customer expectations and improve your competitive position.