The customer experience (CX) will be completely transformed in just a few short years. The digital landscape is constantly evolving, and customer needs and expectations are changing along with it. If you want to stay ahead of the curve, you need to know the latest CX trends. This article will discuss three of the most important trends that you need to be aware of in 2022. Keep reading to learn more!
Personalization and Segmentation According to a report from Forrester, personalized digital experiences are becoming increasingly popular. This innovation is expected to grow even more over the next several years. By 2022, companies that fail to provide personalized experiences might see as much as a 20% drop in revenue compared to those that do.
One of the main reasons that personalized experiences are gaining popularity is due to all of the data that businesses have access to. Marketers can now analyze customer behavior at almost every sale funnel stage, thanks to big data. This allows them to provide customers with specific recommendations based on their actions. For example, if a consumer visits a website but leaves without purchasing, that website might send them an email with coupons or promotional material for products of similar interest.
Self-Service According to the same Forrester report mentioned above, self-service options are also rising. This is especially true in customer support. While some customers may prefer speaking with another human being about their problems, many opt for online chatbots instead.
This digital strategy is enabled by AI, which can help reduce operating costs and serve customers more effectively. For instance, AI can be used to analyze customer transactions in real-time so that any fraudulent activity can be flagged immediately. Customers who need assistance can then interact with a bot that uses natural language processing to answer their questions. This allows customer support teams who are available to focus on more complicated requests
Customer Experience Automation (CXA) According to an article by Forrester, CXA will become increasingly popular in 2022. While the term may be new, the concept isn’t necessarily all that different from what we already know. CXA refers to using AI and machine learning to help automate certain aspects of customer support or other aspects of doing business that would normally require humans.
As mentioned in the previous section, this digital strategy is enabled by AI. It can be used in various processes such as account management, scheduling, and analytics. Since CXA is still relatively new, many businesses are only beginning to understand how they can use it to help streamline their operations. However, as the cost of implementing AI decreases over time, this trend will be scaling rapidly.