TECH TRENDS
How to create outstanding customer experiences in the 2020s
The 2020s are proving to be the decade of exciting and revolutionary technology within reach of businesses that are willing to adapt to use it to improve customer experience . Here , James Frampton , SVP and General Manager EMEA , SugarCRM , explores the skills that must be implemented and aligned across all teams , and how companies can use AI and emotional intelligence alongside current CRM technologies .
The 2020s are shaping up to be the decade of revolutionary technology with the continuing evolution of smart technology in the customer experience sphere . We ’ ve seen how Artificial Intelligence ( AI ), Virtual Reality ( VR ) and now the Metaverse are all enhancing customer experiences and taking them on journeys they have never been on before .
Those that are embracing new customer experience technologies are excelling in customer retention rates . Similarly , companies that fail to establish high-definition customer experiences are encountering increasing levels of customer churn . In fact , recent research has found that almost three-quarters ( 71 %) of UK sales and marketing leaders suspect customers are leaving due to poor customer service or experience and 55 % of consumers said they are not likely to continue being a customer of a company that ignores their feedback . Higher customer expectations are pushing businesses to constantly improve and strengthen their relationships and delve into new customer service skills and approaches ,
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