Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be main stream tomorrow.
Doing Omni channel the customer’s way
A few years ago, tying together various channels to create one unified customer experience was considered disruptive. Today, it’s a differentiator. Leading brands are offering unified omni channel services that are tailored to customers’ specific needs and preferences.
More specifically, Omni channel contact center solutions include real-time customer data synchronization across channels. A banking customer, for example, could begin filling out an application online and complete it at a bank branch, over the phone, or another channel without starting from the beginning.
Voice assistants are just getting started
Giving users the option of personalizing voice assistants —enabling the assistant to recommend in-network doctors or nearby clinics, for example—will transition assistants from being just a device to an integral tool in people’s lives.
At the same time, the security of emerging voice assistants and active listening technologies are under increasing scrutiny. Demonstrating to customers that brands prioritize data privacy as part of the value delivered through voice interactions will be a critical differentiator in a rapidly growing market.
Supporting an IoT world
In an increasingly IoT world, artificially intelligent devices are beginning to act on behalf of human customers. What happens when the customer is a machine? From cars and refrigerators to smart speakers, more and more devices are acting on behalf of humans.
Greater AI integration
To keep up with demand, companies are doubling down on automation, AI, machine learning, and knowledge tools to help associates increase efficiencies, reduce costs, and improve the customer experience.
Digital Experience Management Platforms
The content management systems of today are light years ahead of early efforts. But they’re falling behind already, as experience leaders to look to next-gen “DX platforms” that manage, deliver, and optimize experiences consistently across all digital touchpoints. Among other things, they coordinate content, customer data and core services, and unify marketing, commerce and service processes.
API’s can give your organization the ability to respond more profitably and intelligently to customer interactions, by becoming more responsive, flexible and efficient. They can create new, more personalized and richer experiences, for example sending one customer to video or text chat, and another to a special offer or “help” article in part by making it easier to integrate and connect people, places, data and more, delivering agile, reactive content from legacy and Cloud Telephony systems.
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Publish Date: September 19, 2019 4:45 AM