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Customer Experience Trends: What to Expect in 2018

by vaishaligopi2 months ago
tags: software technology business

Having become the key differentiator, customer experience is perhaps the most valued element of any business across the globe.  Here are some of the trends not only determined the fate of many businesses in 2018 but also will continue to do in near future.

Aggressive Omni-channel Presence: Research shows that businesses having omni-channel presence enjoy customers with 30% higher lifetime value. Omni-channel presence was not a must for any business till now but it has become a mandatory tool in recent days. 

Social Media as Service Channel: Not many businesses think about offering customer service through the social media. With social media having become an inevitable part of the daily life, customers actually expect businesses to respond to the complaints made on social media. 

Reassessing the AI: Businesses have started asking questions about the effectiveness of the Artificial Intelligence along with the Machine Learning.

Enhancing Personalized Solution: With customers expecting businesses to offer personalized solutions based on their preferences and needs, it has become absolutely necessary for brands to offer personalized solution.

Customer Identity and Access Management: CIAM or Customer Identity and Access Management has become a crucial tool for businesses to have a successful interaction with customers. CIAM solutions facilitate brands with the ability to craft engagement strategies depending on data insights.

Less Time, More Revenue: Businesses today are targeting at solving problems in the least amount of time possible. Having become a significantly important element, time is something that is highly regarded by customers. To do this with more ease a customer support app can help Customers are prone to leave your website if they feel that it is taking more time than usual to find a product or complete a transaction.

Location-based Communication: Businesses using location-based communication have been able to take themselves a step ahead of their competitors. 

The Hybrid Employee Structure: Successful businesses are moving towards a hybrid employee structure meaning they have both people and machines.

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