Top 5 CX Trends of 2020
Know the future trends that will offer a better customer experience.
The world needs a PERSONALIZED, PROACTIVE, INTELLIGENT, TRANSPARENT & SECURED ENVIRONMENT.
Here are the top 5 CX Trends that all the businesses have to watch out in order to offer a supreme customer experience.
#1 Personalized Experience
There will be an increase in demand for personalization across a customer’s life-cycle. From marketing and onboarding to downgrading, customers will expect to be treated in a special way.
Be it a Memoji or a Mobile app, the world will look for a tailored experience.
So, be future-ready with a cohesive and unified ecosystem that can offer a hyper-customizable environment.
#2 Proactive support & Self Service
The future will seek a system that can understand the customer necessities even before one realize that they are in need of it. So, technically the service industry should proactively understand and know what the customer needs. Being reactive in assisting customers has already started losing it’s battle.
No customer likes to contact the customer service.
With the help of IoT and other evolving technologies, machines should be able to read what’s potentially going to be the case for an inquiry. Thus providing proactive support and helping with self-servicing options will be a killer game in the future.
#3 Balanced Intelligence
My prediction is that 2020 will bring a better balance between humans and automation.
AI is already more intelligent and less artificial now.
So, the communication between a BOT and a HUMAN has to be more humane. Most importantly the transition and hand-off between the automation and human intervention have to be natural.
#4 Transparent Ecosystem
Customers will more likely move towards services who are more transparent. Be it the pricing, feature commitment, resolving bugs, keeping up the promises, or even saying a clear NO to the requirements.,. transparency will win the race.
This is not a new battle to play , but gonna be a key battle to keep in mind. Cos, customers are even more acceptable and adaptable to mistakes that the companies do if they are transparent enough to admit it and to correct it.
Trust is going to be a key factor for a better customer experience. Once broken is not easy to repair.
We can expect more tools and services which will invest in building strong Trust platforms and communities.
#5 Secured Environment
All the above facts revolve around data management. Providing a secured environment for customers is not a joke. 2020 is going to be an era in which customers will demand a highly secured experience.
There will be ZERO compromises on privacy and security.
Data privacy and security are going to be a vital part of the customer experience for any company and there will be a high demand in jobs and challenges in this streak over the coming years.
Disclaimer: I’ve quoted the “Personalization” part in another wonderful blog written by Raquel Magalhães (Editorial Manager, Unbabel). Read more on: https://unbabel.com/blog/customer-experience-trends-2020/
Hope you enjoyed reading this article. Post your comments and share your feedback to add more CX trends, that you feel could evolve as a top trend in the future.
Tags : #ui #ux #design #trends #customer_experience #CXTrends
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