Six Customer Experience Game-Changers

Six Customer Experience Game-Changers

Six Customer Experience Game-ChangersSix 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 AlgorithmsDisruption #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 AlgorithmsDisruption #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 EngagementDisruption #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 EngagementDisruption #2: Video Engagement

Mobile video views have risen 367% over the last two years.

Disruption #3: Artificial Intelligence-Powered Voice RecognitionDisruption #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 RecognitionDisruption #3: Artificial Intelligence-Powered Voice Recognition

By 2020, 200 billion searches per month will be conducted using voice.

Disruption #4: Ad BlockersDisruption #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 BlockersDisruption #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 SecurityDisruption #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 SecurityDisruption #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 BedfellowsDisruption #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 BedfellowsDisruption #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.

Dennis McCafferty
Dennis McCafferty
Dennis McCafferty is a contributor to CIO Insight. He covers topics such as IT leadership, IT strategy, collaboration, and IT for businesses.

Get the Free Newsletter!

Subscribe to Daily Tech Insider for top news, trends, and analysis.

Latest Articles