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8 Trends That Will Drive the Future of Digital Customer Experience

Hutch Morzaria — B2C Community

The introduction of new technologies in the equation of customer experience changed forever the way that customers and businesses interact. Every year, new tech rises, and businesses try to adapt their internal processes to adopt it. On the other hand, it molds the way that humans handle the CX too.

This year is no exception, and it includes a new set of tech-related trends that are already shaping the customer experience. As technology tools take the lead this year again, there is a growing need for balancing them with human abilities. In this sense, we could affirm that seeking that balance is a trend too.

1. Voice Search

Without a doubt, this is one of the hottest trends for 2020. Although this technology became available in the past, platforms like Google Assistant or Amazon Alexa turned it more friendly. Also, these types of platforms improved significantly the quality of the results.

Overall, there is a clear pattern of users increasing their preference for voice technology. That includes other methods like WhatsApp messaging and similar. Little by little voice searches are gaining terrain, and customers also want the chance to talk at some point with representatives. Therefore, implementing this trend will also become one of the most challenging options for many businesses.

2. Local over Global

Despite the presence of many global brands all around the world, many people try to obtain a local experience from them. That might include the same language, nearby stores, local menus, and more. It means that businesses need to adapt their Customer Experience strategies to satisfy local demands.

Currently, there are many apps and programs to allow businesses to find their place in local markets. Among them, you can find listings in local directories, positioning brand names in local markets through digital strategies, just to name a few.

Moreover, some businesses try to open office branches in more cities to get closer to their customers. And customers welcome them by choosing their proposals. Companies that need help with this should contact a developer to help them build a suitable application to service their needs.

3. Chatbots and Customer Experience

This year, this is the tool that best represents the rise of Artificial Intelligence for CX in 2020. It allows businesses to offer 24/7 support and speed up the relationship with customers. However, it is still limited to solve basic problems.

In this sense, the biggest challenge will be to include as many solutions as possible using chatbots. Customers are already engaged with chatbots, and they only need to get more benefits to keep going ahead with them.

On the other hand, human customer support will have to prepare for more challenging requests. That´s because basics stuff will be handled by chatbots, and when customers effectively reach an agent, it would be for important issues.

4. Segmentation

In previous years, omnichannel strategies took a privileged position. But now segmentation is the new rule. Customers only want to receive the information and attention that is relevant to their lifestyle and tastes. And they want to get it from specific channels. For many of them, the omnichannel contact seemed to be overwhelming.

Fortunately, businesses can collect much data from many different sources. The challenge will be to be able to organize it well to obtain accurate profiles. Besides traditional segmentation, the business will have to dig into new behavioral patterns. It will require using the data more effectively.


Also, businesses will try to expand the use of segmentation to handle their relationships with their employees, providers, and partners. After all, they have a direct influence on customers.

5. Self-Help in Customer Experience

DIY is ruling the world now. It seems that everyone can learn from YouTube videos and education platforms. Due to this, all types of businesses have the opportunity to show their customers how to use their products and services. And customers are actively using such platforms.

o be successful in attracting clients, businesses will have to produce high-quality videos, guides, and texts. Currently, many websites offer blogs with a lot of information. But that is not enough. Companies will have to evolve to help their customers to learn.

6. Multisensory Experiences

As virtual reality and augmented reality become widely available, brands will start offering them to expand the way they engage with their clients. Nowadays, businesses are already trying to implement them. But it might take more time before it becomes more popular.

To increase the number of customers who can use these methods, there will have to be more equipment and devices available. Those businesses that use them first will obtain the best engagement.

7. Internet of Things (IoT)

This is a major trend that will go even further this year. It has two sides. Firstly, the data it can collect from the constant use of multiple devices. Businesses can use this data to personalize even more their products services. Secondly, is the development of all kinds of programs and software that ease people´s life.

In any case, the 5G network is already on its way. Although the USA-China tensions to decide who leads the network, it is ready to go and implement.

8. Clean and Accurate Data

Businesses offer a lot of information to satisfy customers’ needs. Trends to consume such information are already in use. But customers are demanding more quality when it comes to accuracy. In this sense, these are some areas where businesses will have to improve this strategy, and some examples include:

  • Accurate and clean data about phones and addresses in directory listings
  • Direct answers to customer´s questions.
  • Relevant information about the business´ operations
  • Updates about offers and promotions

To sum up, 2020 is bringing new challenges in digital customer experience. Fortunately, customers know well how to figure out what they want and need. And businesses just need to follow their path. When a digital trend appears is because customers show clear preferences toward them.

Unlike previous years, now everybody is familiar with digital interactions to develop customer experiences. And that is especially good if we consider how far the new solutions are going. From all the above trends, some are going very strongly, such as the chatbots and local experiences.

Others, like multisensory experiences, will need more time to go massive. However, those that are already implementing them are showing huge success.

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