As we look to the future, it is abundantly clear that customers dictate the terms of success. Businesses need to fulfil immersive and rapid experience demands of the customers or risk falling behind in an ever-competitive marketplace. Companies that make intelligent investments will be able to offer improved customer experience and generate greater returns on investment, thereby standing out as successful leaders among their peers.
Customers want their interactions with companies to feel natural, like a conversation. Companies are now utilizing chatbots that give customers the feeling of interacting with real people and creating an experience where they can effortlessly switch from one channel to another. Simply put, businesses need to show understanding of customer needs — making them recognize how much they’re valued as individuals – in order to build loyalty and trust which equals revenue gains!
According to Zendesk’s research, 81% of business leaders see customer experience and support as serious priorities and have high expectations about their role in finding success in the coming years.
Customer service requests have skyrocketed in the past year, and businesses are bracing for an even greater surge in demand over the next 12 months. These mounting support inquiries could create stiff competition amongst businesses that want to stay ahead. 79% agree that steady investments are necessary to meet these challenges head-on.
Despite lingering economic unease, the majority of business leaders recognize that investing in customer service can help their company stay resilient. The optimism around this is evident as half of them anticipate brighter days ahead with 81% confident that they will at least maintain or grow their current status.
Factors driving the move towards immersive customer experience
1. Artificial Intelligence (AI) experiences are becoming more evolved and seamless
When consumers envision the future of customer service, they dream big – automation with artificial intelligence that is nearly indistinguishable from human support. Consumers are eager to engage in conversations with AI-powered bots and ask complex questions while enjoying a natural, seamless experience.
- 46% of consumers expect synthetic agents to greatly influence how they receive support from the brands they like.
- 48% of consumers believe voice-based AI will have a significant role in how service is provided.
Business leaders and consumers are excited about the prospect of AI in improving customer experience (CX). However corporate decision-makers understand there’s uncertainty ahead. According to the survey, 62% expressed their organizations have been slow to utilize AI technology while 60% describe their plans as ad hoc rather than strategic. It appears corporations will need to focus on prioritizing this cutting-edge technology in order to unlock its full potential.
2. Business leaders recognize that conversational AI will empower consumers
Consumers want their interactions to be natural and friendly. Furthermore, they expect companies to keep track of past conversations so that if the customer stops an interaction only to return later, any new representative must be able to continue the conversation in perfect synchronization.
70% of consumers will purchase more from companies offering seamless conversational experiences. Moreover, 64% spend more when their issues get resolved where they already are.
Businesses have taken notice of customer demands for immersive conversational experiences, taking steps to revamp their approach and create delightful CX. 71% of decision-makers will be redesigning the customer journey whereas 60% are wanting or actively planning chatbot integration – indicating an exciting shift in how customers can expect service. 75 % of leaders have made it their goal to make customer service more conversational and less transactional.
3. Customers are expecting deeper personalization from companies
59% of consumers believe that businesses should use the data they collect about them to give them more personalized experiences.
Companies can build stronger, more meaningful relationships with their customers by offering customized support experiences. 77% of leaders believe this can increase customer retention rates and 66% say personalization can significantly reduce acquisition costs for them.
Despite the value of service data in driving personalization efforts, only 22% of business leaders feel that their organizations are currently connecting data effectively and leveraging valuable information. Furthermore, 57% believe they’re not collecting enough pertinent data to make meaningful improvements toward an immersive customer experience. Breaking down silos so agents have access to the right information always is a monumental task—but can reap great rewards if accomplished.
4. Consumer well-being and sentiment influence CX
66% of consumers say that a bad interaction with a business can ruin their day.
Companies can benefit hugely by making customers feel understood, as two-thirds of people are likely to become repeat customers when they’re made to feel cared for. However, 73% will move on after several unpleasant experiences and over half won’t hesitate if just one interaction does not meet their expectations.
Business leaders face the pressing challenge of how to effectively capture and comprehend customers’ emotions to craft a memorable customer experience.
As per the survey, 14% are already leveraging Net Promoter Score (NPS) metrics for offering personalized experiences while 34% are employing consumer sentiment analysis as powerful tools for personalization solutions.
AI-driven technology is a powerful way to empower support staff, allowing them to anticipate customer sentiment and swiftly provide effective solutions. When team members understand what the customers need emotionally, it leads to greater satisfaction levels for everyone involved – boosting happiness on both sides of the desk! Ultimately, this translates into an increase in revenue.
5. CX teams are breaking down silos to become more integrated
The changing customer expectations are driving business leaders to think ahead and strategize how they can better serve their customers. To meet these demands, many companies are choosing to merge teams, breaking down the boundaries between organizations so that a unified experience across channels is possible. 70% of executives expect their team members’ roles to become broader in scope over the next 12 months as this shift continues.
72% believe that by merging teams and responsibilities around the customer experience, they can increase operational efficiencies, while 64% already have plans in place for this.
Leaders who prioritize support to drive increased revenue are taking decisive steps. For example, over half have provided their agents with training for identifying sales opportunities and access to relevant customer data, while 38% created specific processes that empower team members to maximize earnings potential.
As you can see, customer demands are changing rapidly, and businesses must change with them or get left behind. These insights provide a unique opportunity for companies to improve their customer satisfaction scores and profits. By making intelligent investments in technology and customer experience now, companies can set themselves up for success in 2023 and beyond. Use these insights to create a plan for improving customer experience in your organization.
Source: Zendesk
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