Predictions for Customer Experience in 2021

 After a challenging 2020, businesses and operators are still recovering from the losses they had to bear this year. However, 84% of companies that work to improve their customer experience report an increase in their revenue.

To keep up with numerous new challenges faced by the companies due to the pandemic, global organizations need to put forward their best business strategies.

Let us look at some of the major predictions for customer experience lying ahead in 2021.

The expansion of digital transformation

Customer preferences have significantly changed over the last five years. There is a need for organizations to transform from a product-centric business model to a customer-centric business model. Yet somehow, many organizations lost their credibility due to their lack of an efficient business model. In 2021, businesses that are still deferring the need for digital transformation, will have to accelerate their transition process. Companies must apply customer journey strategies and real-time technologies to adapt to the existing world.

Newer avenues with advanced AI

Gartner predicted that by 2022, 70% of customer interaction would be AI-involved. Customer experience in the last five years has immensely grown due to VR and the use of augmented reality.

Sales and CX teams are using business VoIP services to integrate AI, which can quickly address customer queries and improve communication. The most significant advantage of AI is that it can re-imagine customer experiences and end-to-end customer journey.

With AI’s help, businesses can understand their customers better and deliver a more comprehensive customer experience, resulting in higher conversion rates.

Use of chatbots and self-servicing portals

A report by Gartner states that by 2022, 70% of white-collar workers will interact with conversational platforms daily. A large number of businesses have already implemented chatbots and self-servicing portals to speed up customer needs.

Next year, businesses must use chatbots and self-servicing portals to cut costs on the operational front and streamline customer services. The use of chatbots and self-servicing portals can increase proactive communication, eliminating the frustration caused through other channels.

Although it is evident that these methods cannot replace human interaction, they can definitely be of great help in order to:

  •       Provide instant answers 24/7
  •       Collect customer data and insights
  •       Reduce pressure on customer service agents
  •       Increase customer engagement

Brands to cater to customers from channels they prefer

A large portion of customer experience depends on the preferred channel customers select for themselves. Providing multi-channel customer service removes the possibility of miscommunication and gives importance to customers’ preferences.

Businesses would require getting in-depth information on customer expectations, like what is important to them, what type of communication channel they prefer, etc. Generally, with digital communication, the younger generation prefers social media and chats. Understand your target customers and invest in customer support accordingly.

Businesses providing total experience (TX) will outperform their competitors

According to Gartner’s report, the new buzzword in the customer engagement paradigm is “total experience.”

Total experience combines factors like multi-experience, customer experience, employee experience, and user experience of a business’ output. In TX (total experience), the customer is at the center of everything, and all strategies – including marketing, execution, and others revolve around the customer journey.

All in all, the need for a more personal customer experience is more than ever before. Companies that will follow a highly scalable business model with multilingual customer support capabilities will thrive in the market. Our end to end customer journey solution will manage your customer engagement and deliver a superior customer experience. 

Our CRM solution would help your business to optimize and grow customer experience on a global scale.

Are you looking for a highly productive strategy for a better customer experience? Contact us to know more about Talisma Digital Platform.



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