Customer experience (CX) is the new battleground for businesses. It’s no longer just about the quality of your product or service. It’s crucial to know and act on the latest customer experience trends that will impact your business.
Let’s delve into the latest customer experience trends and how they’re transforming the digital customer experience.
Why is Customer Experience the New Battlefield?
According to a survey by SuperOffice, customer experience has become the top priority for businesses, beating product and pricing for the third time in a row (SuperOffice).
This shift is due to the realisation that a positive customer experience can lead to increased customer loyalty and, ultimately, higher revenue.
In fact, companies that earn $1 billion annually can expect to earn an additional $700 million within three years of significantly investing in customer experience (Temkin Group).
Although these surveys and statistics mainly focus on large companies it’s no secret that this is just as important (if not more so) when building a small business or start-up.
Reputation and recommendations can make or break a business.
How are Rising Customer Expectations Impacting Businesses?
Customers today have high expectations from the companies they do business with.
A study by PwC found that 73% of customers now say CX is the number one thing they consider when deciding whether to purchase from a company (PwC).
This means that businesses need to step up their game and deliver exceptional customer experiences to gain and retain their customers.
In fact, 49% of customers who left a brand to which they’d been loyal in the past 12 months say it’s due to poor CX (Emplifi).
60% of consumers have purchased something from one brand over another based on the service they expect to receive (Zendesk CX Trends Report 2023).
What Role Does AI Play in Customer Experience Trends?
Artificial Intelligence (AI) is quickly becoming a standard tool for enhancing customer experience.
A report by MIT Technology Review revealed that 80% of executives have reported improvements in customer satisfaction, service delivery, and overall contact center performance as a result of implementing conversational AI (MIT Technology Review).
Also, 57% of business leaders feel that conversational chatbots deliver a large ROI on minimal investment (Accenture), and 54% of support teams already use some form of chatbot, VCA, or other conversational AI platform for customer-facing applications (Gartner).
How Does Personalisation Impact Customer Experience?
Personalisation is a key factor in driving customer loyalty, customers expect platform intelligence nowadays.
According to a study by Elastic, 88% of online shoppers are more likely to continue shopping on a retailer website that offers a personalised experience (Elastic).
A recent survey also showed that 59% of consumers believe businesses should use the data they collect about them to personalise their experiences (Zendesk CX Trends Report 2023), and 60% of consumers report that they will become repeat buyers after a personalised purchasing experience (Twilio).
How is Mobile Customer Experience Shaping Up?
With the increasing use of mobile devices, providing a seamless mobile customer experience has become even more critical.
A poor mobile experience can lead to a loss of customers. In fact, 57% of customers won’t recommend a business with a poorly designed website on mobile (Sweor).
If that wasn’t proof enough, 50% of customers will stop visiting a website if it isn’t mobile-friendly, even if they like the business (SuperOffice).
The Impact of Proactive Customer Service on Customer Experience Trends
Proactive customer service, where businesses anticipate and address customer issues before they become problems, is becoming increasingly important.
According to a US based survey, completed by Harris Interactive on behalf of leading cloud contact centre provider inContact, 85% of customers want to experience proactive communication (inContact Survey).
The digital customer experience is rapidly evolving, driven by new technologies and changing customer expectations.
Businesses that prioritise customer experience and adapt to these changes are likely to stand out from the competition and win loyal customers.
At Chilling.com, we understand the importance of providing a premium customer experience.
We offer affordable solutions that help businesses enhance their customer experience and stay ahead of the competition. Power-up your CX here.
Digital Customer Experience Q & A
Q: What is customer experience (CX)?
A: Customer experience is the perception customers have about their interactions with a company. It’s a vital factor that influences customer loyalty, retention, and ultimately, the success of a business.
Q: How does customer experience impact a company’s revenue?
A: Companies that focus on CX see an 80 percent increase in revenue (Zendesk Customer Experience Study). Furthermore, customer-centric brands report profits that are 60 percent higher than those that fail to focus on CX (SuperOffice Customer Experience Report).
Q: How is AI influencing customer experience?
A: The use of AI and automation in customer service is quickly becoming standard. AI can increase business productivity by 40 percent, and 72 percent of executives believe that AI will be the most significant business advantage of the future (Zendesk Customer Experience Study).
Q: What role does personalisation play in customer experience?
A: Personalisation is a key trend in customer experience. By connecting and leveraging untapped service data, businesses can achieve deeper personalisation, thus moving their organisation closer toward a better customer experience (SuperOffice Customer Experience Report).
Q: How does Chilling.com enhance customer experience?
A: Chilling.com is committed to providing a premium customer experience at an affordable cost. By understanding the latest customer experience trends and implementing them effectively, Chilling.com can help businesses improve their digital customer experience, leading to increased customer satisfaction and loyalty.
Q: What is the future of customer experience?
A: The future of customer experience is promising, with more businesses recognising its importance. In fact, 90 percent of businesses have made CX their primary focus (Zendesk Customer Experience Study).
Q: Why is omnichannel customer service important?
A: Omnichannel customer service is becoming increasingly important. Customers expect a consistent experience across all channels. The number of companies investing in the omni-channel experience has jumped from 20% to more than 80% (Zendesk Customer Experience Study).
Q: How does mobile customer experience impact a brand?
A: A poor mobile experience can do serious damage to your brand. For example, 57% of customers won’t recommend a business with a poorly designed website on mobile (SuperOffice Customer Experience Report). Thus, 84% of companies who claim to be customer-centric are now focusing on the mobile customer experience (Zendesk Customer Experience Study).