Six Customer Experience Game-Changers
Six Customer Experience Game-Changers
Many companies have too many disparate customer systems that create confusion—not cohesion—preventing customers from having a positive experience.
Disruption #1: Smarter Algorithms
Smarter algorithms enable machines to learn about customer preferences with every interaction. With this, service associates can better identify why a customer is connecting to the contact center for more effective support.
Disruption #1: Smarter Algorithms
Macy’s takes advantage of this tech to meld online/offline customer experiences in determining whether to pull inventory from a fulfillment center or a local store to meet shoppers’ needs.
Disruption #2: Video Engagement
Research shows that consumers are more engaged by video than text, and they retain more information via video and audio messaging. The Next, Big Thing: Virtual Reality (VR) videos.
Disruption #2: Video Engagement
Mobile video views have risen 367% over the last two years.
Disruption #3: Artificial Intelligence-Powered Voice Recognition
Through advancement such as Amazon Echo’s Alexa, companies integrate AI-based voice recognition into products and services, for more personalized, intuitive performance and customer response.
Disruption #3: Artificial Intelligence-Powered Voice Recognition
By 2020, 200 billion searches per month will be conducted using voice.
Disruption #4: Ad Blockers
Consumers will abandon sites if their pages load slowly due to ads. Launching a likely trend, the Apple iPhone 6 operating system allows users to install software that blocks banner ads.
Disruption #4: Ad Blockers
33% of users are likely to try ad-blocking software. Nearly three-quarters find online ads to be interruptive, and 55% say they’re annoying.
Disruption #5: The Internet of Things (IoT) and Customer Data Security
With expanded use of IoT, customer data emerges as more vulnerable, forcing companies to improve protection as information is transmitted, processed, shared, stored and destroyed.
Disruption #5: The Internet of Things (IoT) and Customer Data Security
The auto industry received unfavorable attention when two researchers proved they could remotely halt a moving vehicle on a busy highway by hacking into its electronics.
Disruption #6: Strange Bedfellows
As corporate partnerships abound in the interest of better serving customers, 81% of business leaders expect that industry boundaries will blur as ecosystems become increasingly interconnected.
Disruption #6: Strange Bedfellows
The ridesharing site, Lyft, has formed partnerships with Shell and Hertz to offer drivers discounted gas and access to rental cars. GM has invested $500 million in Lyft to develop an on-demand network of self-driving cars.
