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customer experience changing with technology

How technology will shape customer engagement and growth

Aamir Qutub
Aamir Qutub

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Have you ever thought about what the future of customer experience will look like? If you answered no, it’s time to reconsider your position on this topic. The plain truth is that, as technology improves, clients will want more and more from you. The bottom line is that to maximise the consumer experience, you must change things up.

Customers want not only high-quality products and services but also simple access to them. The amount of time spent with clients and the experience they have are both extremely important. Many companies who see this are turning to digital technology to solve their problems.

A survey sponsored by SAS revealed the following:
  • Firstly, 4 in 5 believe drone or autonomous vehicles will be delivering products to consumers
  • Secondly, 4 in 5 per cent believe future brand-consumer engagements will be via chatbots
  • Thirdly, 4 in 5 per cent believe AR, VR, some combination of them, will be used to see how a product will look like on them
  • Nearly 3 in 5 per cent believe a combination of reality devices will be shared in entertainment or in visiting new places by 2025
  • 4 in 5 are likely to use smart assistant devices like Google Home and Amazon Alexa to shop online or control domestic appliances and devices
  • Nearly 4 in 5 are likely to use wearables to control other devices.

However, Just two decades ago, the above statistics were but a wish list. In the present, they’re mere facts.

There’s a race going on to make technology better, faster, and more profound in its impact on people’s lives. New and more exciting ways of engaging consumers will emerge in 2020 with the help of advanced website design & development techniques.

As marketing technology permeates every aspect of the business, companies need to review their customer engagement ecosystem. Generally, people have become more receptive to the digitisation of their relationship with brands. However, the same survey reported that by 2030, 67% of the engagement between consumers and brands would be on digital devices. Bots are replacing humans. In the world of instant gratification we live in, bots tick all the boxes.

Customer experience is the sole of Business

Imagine this: In time, you could speak to this blog by asking questions to direct you to relevant parts that provide the answers you’re searching for. Moreover, within seconds, the reader can decide if the blog is worth their time. It sure beats any speed reading skills. To this end, while technology presents vast opportunities for businesses, it also raises the bar of competitiveness significantly. In the realm of customer engagement, businesses of any size can get their hands on platforms or apps to improve relationships with consumers. Making the right choice is critical. The rule of thumb technology marketers have been articulating is keeping the balance between human-centricity and instantaneous capabilities of technology.

With that in mind, let’s examine the technology trends that shape customer engagement in 2020 and possibly beyond. It is important to note that many of these technologies have yet to realise their fullest potential, yet they are profoundly impacting business. So keep this in mind as you read this of their evolving nature: there is more to come!

1. Artificial Intelligence/Machine Learning will design customer journeys

In a PwC study, 7 in 10 believe AI/ML will be a significant business advantage. It is the most talked-about technology along the hallways of businesses and homes. Its application in the retail sector is a sign of its prowess in the world of business. A great example is Amazon Go. AI/ML is used to identify when products are removed from the shelves or returned. It stores the data in a virtual cart. The data is a goldmine for merchandisers. A simple activity of where to put what is now a science with a dash of creativity. It used to be the latter, mainly in the past. With the retail slump across the globe, this is a practical application of AI/ML. What’s in store next?

Probably, facial recognition is next on the list. However, Imagine being able to greet your customer by name the moment they land on your website. That’s taking personalisation to a new peak. Can we do it? The answer will be a resounding “Yes!”. After all, facial recognition is increasingly common to enhance customer experience.

2. Voice technology will replace click-swipe-type

A 2018 Pindrop study of 500 decision-makers in the IT sector highlighted that 3 in 10 companies have introduced voice technology to enhance the customer experience. However, at the same time, 3 in 5 will be presenting it in the next 12 months. That should have happened by now. Moreover, Voice technology is rapidly changing the way we do business. However, Its instantaneous quality is the biggest draw. The other is its versatility. It can be engaging, entertaining, and functional, like ordering your coffee through a voice-enhancing Starbucks app. Moving from browsing to acting has become more seamless. And with mobile devices a mainstay in brand-consumer engagement, voice is here to stay and grow.

3. AR/VR is real

While AR/VR isn’t new, it has gotten more realistic. Its role in facilitating faster decision-making is the biggest draw. Helping consumers bring to live their visualisation exercise, for example, “How will that couch sit in my study”, is whetting the appetite of marketers in the retail sector in particular. It will be a tool to combat the retail slump. Creating new experiences is what the industry needs to compete against the online shopping phenomenon. To consumers, it might just make shopping more fun!

4. In-car screens

You would have noticed by now that the dashboard is no longer a ‘hero’ in the cabin of cars. It’s the in-car screen, especially those that pop up. Sexy in design, power-packed with a range of functions, it does make autonomous vehicles desirable. Sit back and enjoy the ride is no longer just a movie line. It’s real!

It looks like mobile entertainment is all set to grow. Research firm IHS has forecasted that the car electronics market will hit $62bn by 2022. GM’s marketplace, built into the make’s in-car screen, allows customers to make reservations or purchase coffee. Most importantly, It makes pretty good sense, given that you’re likely to be thinking of that morning coffee in the car after you’ve turned on the engine.

Moreover, Technology is moving faster than it ever has to provide seamless customer experience. 

Bottom Line

In conclusion, Investing in improving the customer experience is the most distinctive approach to secure success. With the advent of new digital technologies, customer demands are rapidly evolving. Customers want firms to keep up with the latest technological developments and give more personalised service.

However, the first impression a customer receives of a business brand will significantly impact how that brand is perceived in the future. As a result, organisations must prioritise their customers and engage in digital transformations that will benefit future customers.

Enterprise Monkey is ready to serve customers with the most fantastic services and solutions! Moreover, You can take a free consultation on customer experience software if you have any questions. Let’s connect now.

Aamir Qutub
Aamir Qutub
Aamir Qutub is the founder and CEO of Enterprise Monkey, has a sincere passion for innovation and startups. With an experience of around a decade, he is a proud co-founder of 4 technology startups, focusing on real-world problems and their solutions. He also loves to cook and spend time with his onlyborn.
Aamir Qutub
Aamir Qutub
Aamir Qutub is the founder and CEO of Enterprise Monkey, has a sincere passion for innovation and startups. With an experience of around a decade, he is a proud co-founder of 4 technology startups, focusing on real-world problems and their solutions. He also loves to cook and spend time with his onlyborn.

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