Customer Experience Trends 2020

Automation is everywhere these days enabling users to accomplish a wide range of tasks – from booking a taxi ride, checking luggage at the airport, booking a hotel room right through to booking a doctor’s appointment. It becomes the main trend for not only customer focused companies but for all existing businesses to provide excellent self-service conditions for customers enabling them to avoid simple cases solving and focus on more complex tasks.

AI-powered, automated customer service solutions constitute the trend not only for upcoming 2019-2020 but also the future of forward-thinking businesses.

  • Advancements in technology continue to transform customer service interactions. By 2020, experts predict that more than 85% of all customer interactions will be handled without the need for a human agent. Customers require speedy simple solutions. One of the first steps to it was made many years ago by reducing the number of cash transactions in the world.
  • The rise of messaging applications became obvious in 2018 and continues to grow. The number of people using messaging apps has already overtaken social media messaging. Beyond communicating with friends and colleagues, individuals are increasingly using messaging apps to interact with brands. Messaging services are a brand new space for organizations to connect with existing and future customers. Businesses now have the opportunity to create new revenue streams using real-time, customized customer service bots within messaging applications. More than 34,000 chatbots on Facebook Messenger alone is a reflection of this opportunity. The airline, clothing, and tourism industries are already leveraging this space. Consumers are connecting with brands through messaging apps to purchase airline tickets, book hotel accommodations and receive fashion advice. It’s only a matter of time before the other industries catch up.
  • By 2020 millennials will form 50% of the global workforce. New and unpredictable technology will change global competition because of the increasing use of smartphones, tablets and other web-enabled devices. This generation loves speedy communication, new solutions, innovation, and non-standard approaches. Due to their powerful effect on trends, tech innovation and even the way we communicate, companies should adapt to attract and retain the attention of the new generation.
  • Home shopping reaches its peak. Customers can literally walk through the virtual store from the comfort of their couches. Retailers will enjoy the traditional advantages of brick-and-mortar stores in an online setting: the element of surprise, the ability to steer buying impulse and a strategic product placement. Online shopping is gaining traction and it will increase more and more in 2019-2020.

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