{"id":147002,"date":"2018-08-01T08:14:23","date_gmt":"2018-08-01T15:14:23","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=147002"},"modified":"2022-05-05T20:14:32","modified_gmt":"2022-05-06T03:14:32","slug":"5-customer-experience-game-changers","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/5-customer-experience-game-changers","title":{"rendered":"5 Customer Experience Game Changers"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

Technology continues to level the playing field across businesses, making\u00a0customer experience<\/span><\/a>\u00a0the distinguishing feature that consumers look for before choosing a business. It stands to reason that nearly 76% of boardrooms recognise customer experience as their most important strategic performance measure, according to the 2016 Dimensions Data Global Contact Centre Benchmarking Report. So, in a world where differentiating your business is increasingly difficult, you\u2019ve got to find an angle.<\/span><\/p>\n

What are some tricks of the trade to improve your customer experience and make it your competitive differentiator? Here are five technology trends to consider when trying to stand out in a crowded field during your 2018\u00a0digital transformation<\/span><\/a>.<\/span><\/p>\n

1. Multimodal<\/b><\/span><\/p>\n

Seventy-three percent of adults online in the US list valuing their time as the most important action a company can take to provide them with good service, according to \u201cTrends 2016: The Future of Customer Service<\/span><\/a>,\u201d from Forrester Research. To stand out in customer service, you need to embrace a multimodal mindset. Keep customer interactions focused and targeted, so you solve customer problems faster. This shows\u00a0them that you value their time and will help maintain efficiency in your business.<\/span><\/p>\n

2.\u00a0<\/b>Internet of Things (IoT)<\/b><\/span><\/a><\/span><\/p>\n

The internet of things (IoT) is growing.\u00a0Gartner estimates<\/span><\/a>\u00a0that more than 25 billion devices will be connected to the Internet by 2020. And each of these devices is a \u201cthing,\u201d a touchpoint and connector for consumers. These things mark the next big channel of communication; and as their numbers proliferate, so do consumer expectations. You need to be able to detect issues and engage proactively to deliver fast, consistent and differentiated results across all devices.<\/span><\/p>\n

3. Data Science<\/b><\/span><\/p>\n

Big data (the term used to describe the massive scale of information we have today) is here for the long haul. In fact, \u201cOvum<\/span><\/a>\u00a0conservatively estimates that the big data market will\u2026grow to more than $9 [billion] by 2020.\u201d To improve your customer experience, you\u2019ve got to look at what the data is saying.<\/span><\/p>\n

4. Bots<\/b><\/span><\/p>\n

Using bots to automate business processes is expected to become a large opportunity for nearly every enterprise. Historically, bots have been used for repetitive or mundane tasks, but as artificial intelligence (AI) advances, so does blended AI.\u00a0Blended AI<\/span><\/a>\u00a0is a combination of human and automation, which helps employees do their jobs better and more efficiently.<\/span><\/p>\n

5.\u00a0<\/b>Microservices<\/b><\/span><\/a><\/span><\/p>\n

The idea behind microservices is simple, and it speaks to several current customer demands. Consumers want always-on communication and reliable services. They won\u2019t tolerate failure from the companies with which they do business. Technologies built using microservice based architecture add reliability to your software platforms, so system failures don\u2019t extend to the customer. Microservices are a set of small, independently deployed services that operate independently of one another to provide scalability and, more important to your customers, reliability.<\/span><\/p>\n

Keeping pace with technology trends is one of the best ways to ensure your business will stand out from the competition. And being on the forefront of new ideas and tools can help you keep your customers happy and engaged. While the future is never certain, knowing and preparing for ever-evolving trends is a good first step.<\/span><\/p>\n

To get the full details, and learn how these trends can help you improve customer satisfaction, check out our eBook,\u00a0\u201cFive Tech Trends Redefining the Customer Experience<\/i>\u201d<\/span><\/a><\/span><\/p>\n

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