The Five Trends Shaping Customer Experience Today
Are you keeping track on what’s happening in the world of customer experience? Our guide to the five CX trends that matter will ensure you stay ahead of the curve.The benefits of a robust customer experience (CX) strategy are clear. By understanding how your customers interact with your brand you can positively impact your bottom line. Customer mapping is a crucial, yet relatively new, component of the CX conundrum. Here we look at the five emerging trends set to dictate how the experience and mapping agendas will alter over the coming years. 1) The Machines are Learning –According to Gartner, Artificial Intelligence (AI) will power 95% of customer interactions by 2025. This startling statistic – inspired by brands looking to reduce costs and increase productivity – makes clear the impending shift towards machines making decisions on behalf of brands. Bots, intelligent virtual assistants (IVAs) and Internet of Things (IoT)-enabled devices are…