A fresh new year, what are the next big CX predictions for 2023?
Customer expectations are constantly evolving, but it’s no secret the past two years have rapidly changed the CX space: Increased digitalization has consumers expecting more than ever. While technology offers brands new ways to engage the consumer and serve them more efficiently, one of our CX predictions is companies will need to focus on humanizing these digital experiences to continue to build true loyalty.
“Digital adoption has been a dominant lifestyle force over the past decade, accelerating in importance in the past 2 to 3 years. The CX scales will tip, with more than 80% of customers starting their journeys through digital channels rather than in-person interaction,” shared Barry Cooper, President CX Division at NICE.
According to TELUS International, more than 89% of tech executives said they were increasing their investment in CX tools and technology, an expected $27.13 billion by 2026. Due to this digital demand, there are so many options for your CX expansion, and knowing where to start can be daunting. So, we’re helping you by making 3 bold CX trends for 2023 and recommending how to utilize these strategies in your organization.
CX Prediction 1: Hyper-personalization is the next frontier.
Can personalization get even more personal? Yes!
While customers expect service to be convenient and seamless, they also want personalized communication. These unique experiences are a significant decision factor for customers when choosing which company to do business with. Companies that provide exceptional customer experience have higher sales, deeper emotional connections with their clients and deeper brand loyalty. This more in-depth personalized understanding will use the data to assess the behavior through sentiment insights on how customers respond emotionally to their agents.
Begin with customer journey mapping. Consider how customers feel throughout the journey and identify touchpoints where emotional connections exist. This type of personalization strategy relies heavily on customer data.
Analyzing this data from customer journeys brings insight into why customers make decisions, understand their behaviors and needs, and create a personalized emotional customer experience strategy.
How to stay aligned with hyper-personalization of your organization.
Luckily, a lot of technology now supports you in getting more insights and awareness of your customers. Sentience can be used to identify and monitor your customer’s actions, location, and intentions. DaVinci’s sentience gives you sentiment detection, geo-location, and context tracking.
For example, DaVinci’s sentience can notify a bank manager when a particular customer walks into the branch or reads the license plates of cars coming onto a dealership to confirm arrival for a service appointment automatically.
A highly configurable user interface to drive employee experience is essential to unlocking tools that make your team more efficient and enable features that make it easy to personalize the experience. DaVinci Endpoints provides this by integrating all endpoints your organization needs, such as CRM and CTI systems, IoT, transcription, sentiment analysis, and reporting. All these services rely on DaVinci’s workflow and real-time context tracking for interaction orchestration. Apps can be added to a user’s profile to interact with these numerous services through a visual desktop experience.
Endpoints are commonly used within a contact center to increase agent efficiency and improve customer service. For example, a business selects the DaVinci App for Salesforce and DaVinci App for Amazon Connect, which powers capabilities like screen-pop, click-to-dial, and call activity. Screen pop gives the agent all the customer’s information before answering the call or activity (SMS, chat, email, etc.).
CX Prediction 2: A continued push towards smart self-service while focusing on employee experience.
The biggest mistake a company could make right now is cutting costs that apply to customer experience. Organizations that invest in technology to improve advanced experiences for not only their customers but also their frontline representatives will stand out. This year, there will be an emphasis on succeeding in employee experience. To deliver an exceptional customer experience, companies must ensure their employees are engaged and empowered with the right processes and tools.
In a study by Harvard Business Review, 80% of consumers said they prefer to try and resolve issues through platforms like search engines, forums, and a brand’s website before they reach out for live assistance. For your customers to have the most personalized experience, agents must have the correct information delivered seamlessly through their desktops.
Through this, there will be a shift towards more self-service, and agents can focus on high-value interactions, not the mundane repeat calls. Organizations that utilize self-service benefit from improved business performance metrics, including increased revenue, decreased costs, improved customer satisfaction, improved agent experience, and, according to Aberdeen, a 4% improvement in revenue.
It’s empowering and convenient for customers to resolve issues on their own time and through their chosen channels. Customers are more likely to purchase from a company that gives them the freedom of self-service.
With the adoption of Agent Assist, agents are handling more complex conversations, and their role evolves. Agents can operate with more information about their customers, appearing more knowledgeable and providing more individualized customer service.
How to stay aligned with smart service in parallel to empowering your employees.
Providing agents and customers with virtual assistance can help take the pressure off your agents while still getting customers the information they need promptly. DaVinci Omni-Assist includes agent and customer assistance services, transcription services, next best actions, automated knowledgebase, IVA, and Chatbot. Services like Azure Cognitive Services for speech-to-text transcription, CCAI for IVA, and next best actions are two major platforms included in Omni-Assist. DaVinci Omni-Assist extends the capabilities of these platforms to work together as a single customer engagement scenario.
Omni-Assist can perform across all interaction models – contact center, brick-and-mortar, field service, and self-service for highly customized experiences.
Organizations can also use DaVinci Flow to route these assists or use them independently for specific scenarios. Flow allows organizations to automate work, circulate information from beyond the traditional contact center, and create a more seamless experience as they engage with your organization on multiple channels. Utilize IoT data to proactively meet customers and create automated digital workflows that route customers efficiently as you scale your customer experience strategy.
For example, a process flow that begins with a chatbot and ends with connecting the customer to the most appropriate agent to handle their request could be created. DaVinci Flow would be designed to offer specific knowledge-based articles based on the customers’ requests in the Chatbot, which could add a tag to their account. If the customer cannot use the self-service options, the tag on their account could route them to the most appropriate agent to resolve their issue. Following this, a follow-up Flow could be generated to ensure the problems were resolved.
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CX Prediction 3: Investing in digital transformation to continue to orchestrate better experiences.
Customers are looking to take experiences into their own hands with the demand for 24/7 service. Therefore, self-service technology can improve these customer experiences.
While omnichannel customer experience has been around, the demand for service across all digital channels is high. Companies investing in CX trends for the future of customer service will need to think carefully about the channels they can offer their customers. Whatever method a customer chooses, mobile, desktop, or even telephone and in-person shopping, the experience should be seamless where the customer feels connected and individually engaged.
Adopting omnichannel support will result in a streamlined customer experience, reduce agent effort, and improve productivity and analytics.
How you can stay aligned to digital transformation to continue to orchestrate better experiences.
Having a platform that not only allows you to make iterative changes and create solutions in a low-code environment but gives you the flexibility to create use cases and make changes as your business scales. The beauty of DaVinci is that you can combine any of our services within our interaction orchestration platform, which improves engagement across the enterprise.
Since DaVinci is at the heart of customer engagement and interaction orchestration, DaVinci can gather data, insights, and statistics across all interaction models. Since DaVinci works across various applications, platforms, and tools, DaVinci Constellations can send this data into a data warehouse or data modeling tool like Tableau or PowerBI.