TECH TRENDS using Artificial Intelligence and harnessing data to improve the customer journey .
To achieve high levels of customer satisfaction , professionals must leverage the most important skills and technologies to align with evolving customer experience technology and trends evolve .
So , what are the best ways to make customer experience soar in the 2020s ?
Embrace self-service alongside live agents
Customers want to be supported at every touchpoint along their journey with a brand . With more than eight in 10 sales and marketing leaders ( 81 %) believing the reason their customers leave is because of a lack of communication and personalised , relevant messaging , this will undoubtedly continue throughout the 2020s and beyond . The uptake of self-service will continue to be popular among customers for the 24 / 7 ease of interacting with a brand on their own schedule .
They desire a self-serve interaction that is quick , easy and makes the best use of their time rather than being presented with a default answer that is irrelevant to their specific query .
However , this doesn ’ t undermine the use of live agents . On the contrary , customers still want
to be truly understood by a human when there is a problem , or they want to understand how a product or service will best meet their needs .
To answer a customer ’ s query , frontline support agents need to be armed with the right technology , resources and shared knowledge to diagnose and solve problems quickly .
Harness data to drive sales and interactions
Today , data plays a huge role in fuelling the customer experience . And yet , a primary struggle for many organisations is that they have an incomplete view of customer activity .
Currently , half of sales leaders admit that they cannot access customer data across marketing , sales and service systems , leaving customerfacing team members without a clear picture to make both strategic and tactical decisions .
Once the data is collected , organisations can then use AI to interpret it to help predict customer retention rate or ‘ churn ’ and trigger proactive actions to retain profitable customers .
TO ANSWER A CUSTOMER ’ S QUERY , FRONTLINE SUPPORT AGENTS NEED TO BE ARMED WITH THE RIGHT TECHNOLOGY , RESOURCES AND SHARED KNOWLEDGE .
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