June 9

Key trends that will shape CX in the future

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Perceptions on CX are rapidly changing because what was once seen as a cost is now believed to be an asset that can provide value to an organization. 

For example, a 2021 survey revealed that only 21.3% of organizations saw CX as a cost to be mitigated, which is down from 29.4% in 2019. 

This change in perception occurred because organizations realize the value in CX for building a better relationship with their customers. With this in mind, organizations are driving CX forward by leveraging the latest technology and industry-specific developments to turn CX into a smoother, seamless process for both customers and employees. Here is a breakdown of some of the trends that could define the industry in the long run.

Critical trends that will change CX in the future 

A change in customer communications 

Organizations are changing the way they are communicating with customers by accentuating the human factor in CX, making the experience as flexible and convenient as possible. 

They are accomplishing this by taking away the rigidity in communications and speaking on the customer’s level by invoking colloquial trends, conversational support, and personalization. 

To accomplish this, organizations are investing in new omnichannel CX platforms that enable seamless and flexible communication.  

Greater focus on personalized customer service 

Hyper-personalization strategies will become more prominent in the future. Speech, text, and sentiment analysis are becoming more popular, and companies harnessing insights from CRM, ERP, and customer data platforms to create contextual customer journeys.

The platforms can collect internal and external data from different sources and analyze them to gain better insight into customer preferences. Contact centers can use these platforms to consolidate data and create a central stream of insights that would enable agents to provide personalized experiences. 

Collaboration between different companies 

Within the CX industry, we are seeing CX platforms working with big tech providers to expand the functionality of their vendors.

We can expect more collaboration between different firms to be a more common trend in the future as organisations look to improve the capabilities of their CX platform to ensure that the platform can handle the growing volume of inquiries.

However, collaboration doesn’t just mean cooperation between two different companies. Collaboration can also include cooperation between different departments to develop a better experience and a brand identity, which is only possible through deep collaboration. 

CX enters the metaverse 

The metaverse has captured the imagination of consumers and businesses because both parties are excited about the potential of the virtual world. 

Looking to take advantage of the medium, many prominent brands, such as Nike and Hyundai, are looking to launch their products and services on this new front and are turning to CX to push innovation. 

As the field evolves, we can see businesses turn metaverse experiences into a customer engagement channel, meaning that CX will play a prominent role in this growing industry.  

How CX will change in the next few years

As organizations look to close the communication gap between customers and themselves, we can expect CX technology to constantly evolve. Organizations will invest in platforms that would enable them to better understand customer sentiments or create a smoother communication experience, regardless of the platform at stake. 

This platform could be the phone or something more advanced like the metaverse. Regardless of the platform, as organizations look to build a better relationship with their customers through better CX, we can expect the corresponding technology to evolve and become more sophisticated.


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