Four Digital Customer Experience Trends to Watch Going Into 2020

When it comes to digital transformation and customer experience, it’s safe to say that companies across various industries continue to realise just how much work needs to be done to remain competitive and push ahead.

85% of companies say they believe they only have two years to make significant changes or they’re going to fall behind their competitors.

The drive to create effective digital solutions is at an all-time high. And, it’s causing companies to change the way they work both internally and externally, customer experience is king!

Here four trends to watch out for going into 2020.

1. AI Algorithms to Improve Personalisation

AI will power the customer experience in 2020 and beyond. 

This is most prominent in B2C industries where a company needs to create a customer profile and provide suggestions based on that profile.

Customer experience trends show that AI is going to help companies create more personalised profiles based on previous interactions and data with that customer.

Imagine being able to predict when a business professional is going to search for a new flight or hotel based on her previous travel schedule. 

Companies can send an email with suggestions to increase the customer experience and streamline the entire travel process.

2. Smarter Bots Will Provide Faster Help

Chatbots are becoming so intelligent that they can provide faster and more accurate service to customers than humans.

The benefits that chatbots provide a digital customer with are the abilities to:

• Enhance interactivity
• Respond faster than a human might be able to
• Manage a high volume of questions at once
• Reach out to new audiences
• Answer complex searches and complete complex tasks

Studies show that chatbots could handle 30 times the amount of customer queries than a human could.

That kind of efficiency greatly increases customer satisfaction and won’t be overlooked. 

3. Voice-Enabled Capabilities

51% of customers use voice search to research products online. 

This means that if you really want to increase your digital conversions, you’re going to have to enable voice search across your website or application.

This is probably one of the biggest aspects of digital transformation. It’s leading more and more companies to adapt their web content to cater to voice searches.

It makes sense, as it’s a lot easier for a customer to verbally ask a question and get a simple answer from your page. 

It increases CX by tapping into moments of context and by also providing them with a simpler, faster experience.

4. In-Depth Analytics for the Digital Customer Experience

You can use all of the chatbots and AI that you want, but if you’re not properly measuring the data that you receive from your efforts, you’re going to lose out on helpful insight.

The biggest digital trend this year is simply more in-depth customer experience analytics.

We’re talking about the kind of analytics that allow you to monitor on-page behaviour of your customers and also visualize where and WHY they’re having trouble in their buying journey.

You should be able to view the impact of your customer service efforts in real-time, and if you can’t, then you’re living in the past.

Enhancing the Customer Experience in 2019

Companies not currently implementing one or all of these four digital trends when it comes to digital customer experience will quickly fall behind.