Top 4 CX Trends Executives Are Excited About And 7 Advantages Of An Omnichannel Presence
Do you know the difference between people’s experience and Customer Experience (CX)? Both are literally the same but for people, when you provide good services and focus on building long-lasting relationships, they become happier and choose to stick with your brand for ages. New customers also display the same behaviour but one small mistake can send them away and they start to hunt your competitors.
However, there’s so many things to be optimistic about in the CX space. Some might feel shy with rising customer expectations, added channels and platforms with a growing desire for highly personalised over-the-top experiences. Other biz organisations are taking these new standards in stride and working to deliver CX excellence at every touchpoint.
Now, more contact center leaders are sharing their goals for the future of Customer Experiences and in this newest article, we highlight for you the key trends that help companies differentiate themselves in the highly competitive CX environment.
Here are the new, top 4 trends CX leaders are focused on in 2022:
1. Creating Exceptional Experiences In New Tech-Driven Environments
We are in the new digital evolution era. Few years ago, customers may have been scared by the idea of using digital to receive meaningful support, but today, customers are choosing self-service mechanisms to streamline their experience and receive convenient and accessible care. Tech-focused brands are going a step further and outlining a new frontier of experiences for digital and beyond. For outlining and creating new experiences, diversity and inclusion have become the essential core. We emphasise values of immediacy and personalization, setting a standard of exceptional CX.
2. Cultivating genuine engagement with influencer marketing and customer-centric values.
Influencer marketing is nothing new- we’ve become accustomed to seeing celebrities endorse products and share recommendations on their Instagram feeds but there has been a decline in genuine engagement on the platform. The elements of relatability and intimacy have seemingly diminished as social media becomes saturated with sponsored content.
3. Reestablishing a baseline of excellence in CX.
Customer needs will continue to change and organisations ,just be at the forefront if they want to remain competitive. Companies shall work to provide memorable experiences that actively exceed expectations. With a strong focus on meaningful personalization, strong feedback mechanisms and a goal of continuous improvement, organisations can truly create the CX your customers desire. Be passionate about engaging employees, creating opportunities for open communication and supporting his team with empathy and individualised training.
4. Strengthening customer relationships for better service experiences.
However, you can still choose to experience personalised and even more engagement with your customers. Here’s an interesting fact from Google’s Omnichannel Reality Report: Buyers who frequently shop from multiple channels have 30% better customer value compared to others.
Evolve further in the biz space. Explore our new checklist on the 7 advantages of an omnichannel presence that simultaneously change the way you do business and for your continuous biz growth, aligning you with the latest trends.
1. To boost sales.
2. Improve customer segmentation.
3. Make way for personalised shopping.
4. Achieve visibility for your business operations.
5. To increase inventory turnover.
6. Improve market share.
7. Offers a 360-degree view of all the purchases from all of your active platforms.
And as you start implementing it, you will realise it improves your conversion rates, customer satisfaction and positively impacts your operations. This further translates to better ROI and new revenue streams. Many brands, therefore, abide by its advantages and view omnichannel as a strategic and structured retail concept.
The omnichannel strategy offers a 360-degree view of all the purchases from all your active platforms. At first glance, it might be difficult to deploy but it should be simple enough after it’s put in action.
Make your business dreams come true. Adopt the channels your customers love and to deploy to your workplace. Create better, smarter CX. Reach customers whenever and wherever they’re. Learn how you too can enrich your workplace with Accordia Omni.
Source: https://www.customercontactweekdigital.com/customer-experience/articles/4-trends-cx-executives-are-excited-about-in-2022
