5 Tech Trends That Will Drive Customer Experience

The trends are fascinating to watch in 2023. We are seeing a decrease in the major tech workforce, yet we are also seeing some really interesting (and a bit perplexing) data come through.

Recent research conducted by TELUS International, in collaboration with Statista, shows that 72% of companies plan to spend more in 2023 compared to last year. For companies with more than 5,000 employees, this number increases to 82%.

The way customers interact with brands and businesses has changed drastically over the last decade, with the rise of smartphones, social media, and e-commerce platforms. As a result, companies must constantly innovate and adopt new technologies to meet the evolving needs and expectations of customers. In this article, we will explore some of the tech trends that are driving customer experience.

1. Personalization

Personalization has become one of the most crucial aspects of customer experience. Customers expect brands to understand their needs and preferences and deliver personalized experiences across all touchpoints. With the help of artificial intelligence (AI) and machine learning (ML), companies can collect data on customer behavior and use it to deliver tailored recommendations, offers, and content. For example, Amazon’s recommendation engine uses customer data to suggest products that are relevant to their interests and past purchases.

2. Omnichannel

Omnichannel is the practice of providing a seamless customer experience across all channels and devices. Customers expect to interact with brands through multiple touchpoints, including social media, websites, mobile apps, and in-store experiences. Companies that can provide a consistent and unified experience across all channels are more likely to win customer loyalty. For example, a customer can start browsing products on their mobile device, add items to their cart, and complete the purchase on their laptop without any interruption in the process.

3. Chatbots

Chatbots have become increasingly popular in recent years, as they offer a quick and efficient way for customers to get answers to their queries. Chatbots are powered by AI and ML algorithms, which allow them to understand natural language and provide accurate responses to customer queries. They can also be programmed to handle a wide range of tasks, such as booking appointments, tracking orders, and providing product recommendations. As a result, chatbots can help reduce wait times, improve customer satisfaction, and free up customer service representatives to handle more complex inquiries.

4. Voice Assistants

Voice assistants, such as Amazon’s Alexa and Google Assistant, have become an integral part of the home ecosystem. They provide a hands-free way for customers to interact with brands, search for information, and complete tasks. Voice assistants can also be integrated with other devices, such as smart speakers and smart TVs, to create a seamless experience. For example, a customer can use voice commands to order food delivery, check the weather, or stream a movie without having to leave their couch.

5. Mobile Payments

Mobile payments have become increasingly popular as customers look for convenient and secure ways to pay for goods and services. Mobile payment platforms, such as Apple Pay and Google Wallet, allow customers to make payments using their mobile devices. This technology has the potential to transform the customer experience by reducing friction in the checkout process and enabling customers to complete transactions in a matter of seconds.

Each of these five trends is shaping the way that we shop and the overall behavior of each one of us as customers or users. Identifying these trends within your business to make the largest impact and biggest splash possible is a massive advantage early on.

Keeping up with these tech trends is crucial to profitable growth, as is having flexible, affordable customer support in place.

Outsourcing your support can save you money AND deliver your customers a better experience. See what Ethos Support can do for you here.

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