It has been predicted by many CX thought leaders and experts that 2017 is going to be a transformative year in the business-customer relationship. The reason for this expected transformation is evident in that customers now have an abundance of channels available to communicate with businesses. Change in our CX approach makes sense when you put human interaction on one end and AI-driven "bots" on the other; serving one common purpose, improving the customer's experience. In 2017 we will see how customers use tools to do more for themselves while supporting them with human interaction when they need assistance. In a recent article, Shep Hyken highlighted that according to Forrester, 72% of businesses indicated that improving the customer experience is their top priority.
Artificial Intelligence (AI) has gone mainstream when it comes to customer interactions, according to a new report from the Capgemini Research Institute. More than half of customers (54 percent) have daily AI-enabled interactions with organizations – a significant increase from the 21 percent reported in Capgemini's 2018 research on the subject. The report, 'The Art of Customer-Centric Artificial Intelligence: How organizations can unleash the full potential of AI in the customer experience', reveals the factors that have significantly contributed to AI adoption among customers, including increasing customer trust in AI; an increase in human-like AI interactions; increasing customer concerns arising from COVID-19; and organizations stepping up their AI deployments. COVID-19 has accelerated customer adoption of non-touch AI-based systems, such as voice assistants and facial recognition – a shot in the arm for AI adoption. Over three-quarters of customers (77 percent) expect to increase the use of touchless interfaces to avoid direct interactions with humans or touchscreens during COVID-19, and 62 percent will continue to do so post-COVID.
Marketers today have an incredible amount of data available to them to understand the customer journey -- from what content formats and channels perform the best to where, when and how to deliver that content. And yet, there is an over-reliance on backward-facing data to shape campaigns. The reality is the customer journey is constantly changing. The average customer is being hit with literally millions of messages, making relevance and necessary differentiation more important than ever for brands across every touch point. Read More: Cognizant's Netcentric Named 2018 Adobe Experience Cloud Partner Of The Year In EMEA Customers expect brands to know who and where they are, while also anticipating their unique needs to fulfill them in real time.
Improvements in language-processing algorithms, machine learning, cloud storage, and search engine technologies are making it possible for bots to successfully replace human interaction in customer service roles in more advanced ways. In many ways, bots will serve as personal assistants that can perform time-consuming and complex tasks via relaxed and conversational commands.
Digital customer experience is the whole sum of digital interactions between a customer and a company and the customer Going with the Impression of the interaction he or she had. The broad umbrella of customer experience (CX) can cover anything from using a company product and giving feedback about the products they used. The digital customer experience (DCX) focuses on the digital interfaces that people use to interact with companies, including both front-end services and back-office process optimization that ultimately benefits customers.Because both concepts are intensely focused on meeting customer expectations. All businesses need to become digital businesses if they want to participate in the current digital economy. Dive in-depth into customer Purchase Insights to see where your customers are enjoying products or getting stuck or unhappy.