In this era of digitization, delivering an extraordinary digital customer experience is one of the factors that can take businesses to the pinnacle of success. Satisfied customers tend to exhibit deeper loyalty to the brand, spend more, and help companies to reduce their costs. However, the developments in digitization and technology have raised the bar for companies that intend to provide a superior digital customer experience. With most companies hopping on to the digitization bandwagon, customers today expect ‘more and different’ engagement experiences from brands. Companies that are up-to-date on the latest digital customer experience trends have an edge over their counterparts in the market. While there are several digital experience trends that have been faring well in grabbing more eyeballs, here are our top picks from the lot:
Improvising the mobile experience
Mobile devices and human beings are now inseparable. This makes mobile media the best platform to reach out to their target customers, even when they are on the go. Digital customer experience through mobile is already at the core of digital marketing strategies, but there is still immense scope of improvement in the space. A recent study shows that customers are less likely to engage with a company due to the bad digital customer experience provided. Top brands are now using techniques such as in-app feedback where they collect suggestions from users for improvisation.
Rise of personalization
Personalization is one of the best marketing investments today. Today’s customers have plenty of options at their disposal and personalization is one of the best tactics to gain an edge in the market and build a connection with the prospects. With personalization, companies can provide a digital customer experience that gives the user the desired experience and promotes the products and/or services that are truly relevant for them. When you bombard customers with content that is irrelevant to them, customers tend to form a negative impression or lose interest in your brand.
Greater automation with artificial intelligence
The capabilities of artificial intelligence (AI) is getting bigger and better with each passing year. AI technology is expected to automate more digital customer experience tasks this year, which would give digital teams more time to concentrate on other core tasks. The technology will also be useful in managing cloud complexity that has the potential to not only reduce costs but also provide better security and performance.
Growth of home devices
Siri, Alexa, and Google are gradually becoming an integral part of most households. These home devices are making consumers increasingly accustomed to centralized voice usage. Home devices are revamping and greatly enhancing the digital customer experience. With the rising competition among big players like Apple, Amazon, and Google to establish themselves in the home devices market, the functionality of these devices will only improve further.
Big data is a powerful tool for companies to gain an in-depth knowledge of the customer behavior and ways to improve the digital customer experience. However, not everyone in the organization has access to this data or often have limited technical expertise to convert this data into meaningful insights. Companies are now encouraging the use of self-service analytics which is a form of business intelligence where employees are enabled and encouraged to perform queries and generate reports by themselves with minimal IT support.
To know more about the challenges in providing an optimal digital customer experience