If you’re scratching your head, confused not only about when this transition happened but also about the latest buzzword, ‘CX’ let us explain. CX is about exceeding customer expectations of how they, the customer, interact with and experience your organisation from brand perception to product or service exit.
Today, good customer service is driven by the customer’s needs and wants. The good news is that industry leaders are shaping those expectations. Companies are pushing for new and innovative technologies that pave the way for better customer experience and business success.
In recent years, CX has jumped on many technology trends. There is the use of Artificial Intelligence (AI), Robotics, Virtual Agents, Chatbots, Messenger Apps, Automated Quality Management, Customer Surveys, Voice, Speech or Text Analytics just to name a few. Not to mention, augmented agents are hot on the rise. CX is now moving into robotic automation, coexisting with businesses and completing sections of tasks that can be streamlined, leaving companies to continue to drive the direction of the more complex tasks. This is also helping agents remove some of the more monotonous and non-value adding elements of working with a CRM system and a customer at the same time (because why multitask when you don’t have to?!)
A key trend on the rise is the leap to instant messaging. Instant messaging is now leading the way in digital customer communication, making a bold leap to match company website web chat platforms. It was only a matter of time, with the number of people living in messenger and on social media. Thankfully, website web chat is still one of the largest avenues of customer communication – with many still relying on this direct agency contact rather than automated messenger chat.