Future of CX
How to get Experience right?
- The challenge: how to use latest technologies with an intent to make the experience feel more human— more satisfied and loyal customers.
- Companies can change how customers communicate with, accept, and invest with their brand by implementing technologies and innovations that maximise speed, comfort, friendliness, and knowledge—all of these being key customer demands.
- Tech cannot be the sole driver to seamless CX. It can help the business to reach there along with other things; one of them being - a more positive employee experience will fuel future business and provide a superior customer experience.
Few imp elements customers consider as good CX:
- Speed; instant service/delivery
- Seamless/friendly; without any glitches or malfunctions
- Ease of use (website/digital presence)
- Knowledgeable help
Usually customers focus on price and quality, but positive X often influences their decisions, especially in healthcare, banking, and hospitality industries.To close the gaps by discovering where technology complements the human aspect of customer service without causing new frustrations. This also up-skills the employees to train them how to change and respond to changing consumer demands and ways to communicate.The payoffs for valued, great experiences are tangible: up to a 16% price premium on products and services, plus increased loyalty.
Prioritize technologies that foster or provide these benefits over adopting technology for the sake of being cutting edge.Bad X will drive customers away, so there are very few chances. Customers will be more willing to share personal data only if there’s trust between them and the brand.Human interaction is one of the greatest attributes of customer service, but the digitalisation is taking all the focus to technology and automation. It is very essential to keep the ‘human element’ alive.