Four Customer Experience Predictions


Where is Customer Experience Headed?

Customer experience (CX) has undoubtedly surpassed product, price, and promotion in value to a customer in recent years. Brands who deliver superior customer experiences retain more satisfied customers, and have a real advantage over the competition. It is now more crucial than ever for brands to stay on top of ever-changing CX trends, but that is easier said than done. That is why we’re looking into our crystal ball to predict where CX will go next in 2018. 

customer experience

Self-reliant Customers Want More Options

Here’s Why: Customers have continually grown to be more self-reliant to complete everyday tasks and troubleshoot when a problem arises. Gartner predicts customers will manage 85 percent of their interactions with brands without speaking to a single person by 2020 proving this trend is far more than a detailed FAQ page on a website. Next year, will see more self-service options for customers–especially chatbots.

While chatbot technology is not new, it has quickly grown recently due to two major developments: messaging apps and Artificial Intelligence (AI).

Messaging apps (think: Facebook Messenger, WhatsApp, and WeChat) are a major communication channel customers are already using. Capabilities within these apps have evolved to allow customers to easily complete daily tasks. More importantly, they give brands a great platform to interact with customers through chatbots.

Advancements in AI give brands employing chatbots extraordinary potential. Imagine a chatbot that can understand and solve customer problems in real time, and learn from every interaction. The potential AI gives chatbots gives this technology a valuable future.

Chatbots provide brands a way to connect with increasingly self-reliant customers on a channel they are already using with convenient help in the exact moment it is needed. Intelligent chatbots, as part of providing more self-service options to customers, offer brands a serious advantage and a trend you should expect to see evolve in 2018.