In this article you will find out…
- A seamless customer experience in all channels creates happier customers and increased profitability
- Chatbots are becoming more and more accepted, but make sure that personal service is also available
- Personalization that was previously "nice to have" is now a must
- Increased transparency gives increased trust
- Predictive analytics provide indications that are useful in decision-making
- Clarify for customers how you collect personal data and how it is used
- Satisfied customers create engaged employees
When the year starts to suffer towards its end, I always sit down and do a little research on what's to come. The Internet is full of various research institutes and experts who predict the future and I thought I would try to summarize the biggest trends in CX that are being written about a lot in the run-up to 2023.
Below I list 7 CX trends that you should keep an eye on for 2023:
Omni channel experiences
If you can deliver a frictionless and intuitive customer experience, through all channels, it is likely that customer satisfaction and loyalty will increase. Here, the Customer Effort Score (CES) is a very good measure to use and follow over time. It will also increase employee satisfaction as they will be able to do their job more easily through efficient and robust channels. The Harvard Business Review has also shown that an omnichannel experience can lead to customers spending up to 10% more.
AI, Automation and Conversational Services
I also see this CX trend among the clients I work with, the chatbots are just getting more and more numerous. According to a survey conducted by Zendesk, 69% of customers may be willing to interact with a bot for simple matters, an increase of 23% compared to the previous year. In general, there is also a continuing large trend around self-service where the majority of customers say they prefer it to talking to a representative of the company.
Increased personalization
This is also a recurring CX trend where e.g. Accenture in their “Interactive's Pulse Check report” found that 91% of consumers are more likely to shop with brands that recognize them, remember past transactions and provide them with relevant offers and recommendations. Personalization used to be "nice to have" but is now a must for a good customer experience and a key for loyalty.
Transparency
This CX trend taught me a new concept on the theme of "honesty lasts the longest", namely "Conscious Customer Experience". Consumers today demand a higher degree of transparency in terms of manufacturing and content. It is also important to have clear pricing and no hidden costs. From the company side, the goal of increased transparency is to increase trust in the brand and an example of this that we see more and more of is "Behind the scenes" on e.g. production or commercial recordings.
Predictive analytics
Using predictive analytics, companies can make predictions about customer experiences. With machine learning on the rise combined with predictive analytics, better business decisions can be made and help companies meet their customers' expectations.
Increased focus on data security
Although today's customers are largely willing to share their information and experiences with companies if it gives them a personalized experience, they also want to know that their data is protected. Going forward, companies will have to do more to prove that they store and manage customer data efficiently, securely and accurately.
Importance of CX for EX
We at Quicksearch often talk about the connection between CX and EX, but now there are also more and more studies that indicate that good CX leads to increased commitment among staff.
