Trends Driving Digital Customer Experience in COVID19


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The customer experience in the digital era is ever-evolving. The emerging cutting-edge technologies in the rapidly changing digital landscape have changed the way customers interact and work.

Do you want to stay ahead in the increasingly competitive business world? Building a solid customer experience is all you need the most.

A robust customer experience strategy might just be the difference between your brand and your closest competitor in 2020.

There are a lot of kings ruling the web and app development industry nowadays. Content is king. The product is king. And above all, the Customer is the king.

This year comes up with the set of tech trends that helps in shaping the customer experience.

8 Digital customer experience trends that businesses should focus on in 2020.

Excellent customer experience integrated with new-age technologies is the need of the hour. Let’s dig out some of the emerging digital consumer experience trends.

Intelligent Chatbots to replace Human efforts

Thanks to advancements in AI technology, chatbots are no longer the robotic showpieces anymore. They are now actually replacing human efforts and also reducing overheads. Today, chatbots are engaged in conversations with consumers, helping to solve their problems, and delivering services at their doorstep.

Chatbots are used to reduce workload and can be configured to handle general inquiries and pass specific information to designated departments or employees. It helps businesses to resolve customer queries without increasing their overheads.

The rise of AI-based chatbots and the rollout of 5G provides new opportunities for delivering personalized customer experience.

Live video streaming is going to boom

The next generation is going to be digitized live video streaming. When it is about e-commerce sites, it is a great opportunity for them to communicate with their customers most uniquely. Find strategies of weaving live video streaming into the operations like launching new products or running Q&A sessions, and drive forward your company’s success.

In terms of Gartner, by 2020, 85% of all customer interaction with brands will happen without any human interaction by utilizing self-service digital interfaces and chatbots.

AI for improving Customer Experience

More and more businesses are moving their siloed customer data across multiple channels to a single platform where all data can be accessed and received. The data is intelligently crafted and then tends to deliver personalized customer experiences.

The technologies, including machine learning, and Artificial Intelligence can read, organize, and utilize centralized data at a larger scale that is beyond the capacity of humans.

For example, using AI-driven customer experience solutions can help you identify, map, and track customer data in real-time and create personalized experiences based on different choices and preferences.

A few months back, the Aarogya Setu app was launched as a contact tracing app developed by the Indian government to track people infected with the disease and alert people about their proximity.

The app works in real-time. The Aarogya Setu app intimates users if they come close to a person with COVID-19 symptoms with the assistance of the phone’s Bluetooth and location data.

Nearly 45% of global revenues will come from AI-driven customer demand due to hyper-personalization and improved affordability with a $15 trillion share of the global economy by 2030.

Augmented Reality improving CX

Augmented reality (AR) is used to enhance the user experience of a brand by making it more immersive while giving brands more choices and control over this experience. For instance, the Ikea app permits customers to see the placement of Ikea furniture products around their homes virtually. It gives users an inevitable user experience of the final product’s look and feel when it finally reaches their home.

Not only an app, but IKEA stores also provide their customers with the most amazing virtual experience using woods. Augmented reality brings a seamless and incredible experience to the users and closer to the real product.

Local Trumps Global

Despite the presence of numerous global brands all around the world, people are now looking forward to experiencing the local products. Businesses today need to adapt to the changes in their customer experience strategies to fulfill local demands.

People have now shifted their interest to buy local products from local markets. It was expected that a large number of companies would establish their businesses locally and offer local products to local customers. It maintains standard quality and satisfies customers’ needs.

Predictive Analytics To Accelerate Personalization

Brands today must utilize predictive analytic tools to take full advantage of the latest trends. Predictive analytics when integrated via API leverage tracking capabilities and helps in predicting user’s browsing patterns.
Media-service brands like Netflix use predictive analytics today to engage customers. This TV and movie streaming service collects data based on browsing patterns, shows watched, watch time, and much more to analyze the users’ demand as to what kind of content they want to watch.

Augmented Reality Marketing

Augmented Reality(AR) facilitates users to interact virtually in the real world. For example, you can get an amazing shopping experience by checking how different style outfits would look on you without actually putting the clothes on. Also, shoppers can experience this with jewelry sets without wearing them.

Many companies are looking forward to taking complete advantage of Augmented Reality to enhance the customer experience.

Taking The Mobile-First Approach

Mobile-first approach is an organization-wide approach followed by most of the businesses today as mobile experience is the key factor in ranking websites in its search engines. More searches are likely to happen today rather than desktops.

It means the websites offering seamless mobile user experience will better rank on Google search engine.

Companies following the mobile-first approach means to prioritize mobile-based customer delivery for all business aspects including website design, development, and customer service.
The mobile-first approach needs the same collaboration across all teams and channels for optimum delivery.

2020 will be a promising year for the customer experience

To sum up, 2020 is bringing new challenges to digital customer experience. Today’s customers are more advanced and demanding when it comes to quality and delivery as they know well to figure out what they want and need. And businesses just need to predict their customers’ behavior by analyzing their browsing patterns.

Digitization is knocking our doors with the most innovative customer-centric digital solutions that improve customer experience. All you need to do is to adopt the latest technologies to satisfy customer needs and deliver inevitable experience.

I have a complete draft on the topic “Trends Driving Digital Customer Experience During COVID19”. It would talk about the changing dynamics of customer experience amidst this global unrest. It would include the following trends:

  1. Intelligent Chatbots To Replace Human efforts
  2. Live Video Streaming To Witness A Boom
  3. AI Powering Customer Experience
  4. Augmented Reality Improving CX
  5. Local Trumps Global
  6. Predictive Analytics To Accelerate Personalization
  7. Augmented Reality Marketing
  8. Taking The Mobile-First Approach

As the coronavirus outbreak has shaken the roots of all businesses, customers are demanding a more digital experience across all industries. Reading these trends, businesses can have an edge with a clearer idea of what is coming ahead and tighten their belts to embrace this change.

Sonika Mehta
Sonika is a co-founder at Zonka Feedback - a multi-channel Customer Experience and Feedback Platform. She is passionate about Customer Experience and how Technology can aid and improve it. She helps businesses devise and implement CX programs. She is an avid reader, loves to write poetry and enjoys sharing about her experience in marketing and sales.


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