Customer Experience Reformed Through Technological Trends
FREMONT, CA: Millennials, as well as Generation Z, look forward to brands to have refined self-service offerings. One of the keys to modern customer experience (CX) lies in technological innovation. Most new technologies that companies have experimented with in recent years are now well-developed, including Chatbots, which will accelerate CX innovation in 2019.
24/7 Service through Chatbots:
It is no secret that customers want services to be provided on demand without a waiting period. Companies can use Chatbots to provide their consumers with direct access to proficient customer services. New conversational bots act like human agents and reply to customers’ specific concerns. The use of emotional intelligence in the bots helps them empathize with their customers. Even the selection of words, expressions, and pitch of voice adopted by Chatbots help them according to individual situations.
2019 will see the first of the encounters between customers and conversational bots on a larger scale in everyday life. Consumers will profit from speedy service and businesses from economies of scale through automation.
Profound Customer Insights via IoT:
The figure of smartphone users is expected to exceed 5 billion by 2019. In addition, there are currently billions of connected Internet of Things(IoT) devices. Universal connectivity in all areas of daily life is on the way to increase―and thanks to many new data points, organizations are gaining completely new insights into the lifestyle of their customers at a level of incredible detail.
The perceptions allow for the progress of efficient CX strategies that are geared to the actual behaviors of customers. The intelligent connectivity and remote diagnosis sensors will further improve the service experiences by anticipating consumers’ questions.
Smart Analytics via ML:
As the IoT network progresses, the volume of data points also increases exponentially, leading to a sharp climb in the amount of data collected. Automated data processing with ML, creates the fundamentals for the further development of the CX. Use of intelligent analyses based on self-learning algorithms, companies will be able to gain valuable insights into the behavior of their customers and can derive new approaches for improving the CX.