5 CX Trends Your Business Shouldn't Overlook This Year

5 CX Trends Your Business Shouldn’t Overlook This Year

CX (customer experience) is no longer a simple nice-to-have. In fact, it’s a crucial element in business success. Consider which CX trends are rapidly advancing and determine which of them are best suited for your brand. In this article we share 5 CX Trends Your Business Shouldn’t Overlook This Year.

To help you cut through the noise in the best CX trends, here are the latest practices that can offer you a greater promise of return.

1. Efficiency Investment

The key factors for the success of brands today include speed and convenience, one-click ordering, next-day delivery and 24/7 customer service. Gone are the days when customers tolerate lengthy hold times, drawn-out solutions and ineffective messaging tools.

Efficiency has evolved significantly ever since social media and live conversations came underway. The omnichannel experience has led to some of the fastest responses on various platforms. Therefore, customers expect their process to be seamless and easy.

That’s why your brand needs to emphasize efficiency. Consumer response time is what matters most. According to a Hubspot report, 90% of consumers say “immediate” response time is very important when they have a question.

Consider implementing customer service training to keep your agents on top of customer issues. If you can resolve their matters more quickly and efficiently — you can keep your customer effort score as low as possible.

2. Personalized Content

These days, customers are wary of which brands they decide to conduct business with online. Since the pandemic, customers have experienced new ways of shopping and engagement with companies. As a result, they’ve looked further into what exceptional CX is all about — and now they have higher expectations than ever.

Consider providing personalized content. It’s a powerful way to connect with potential customers on their terms. In addition, it shows you acknowledge their individual preferences and allows you to answer their questions firsthand.

Personalization also drives revenue. Businesses that invest in it can retain repeat buyers because many customers believe it improves their overall experience.

Additionally, personalized content can provide numerous other benefits to your website’s overall customer experience. For example, it can help improve customer retention. Customers are more likely to buy products if you provide personalized content to boost their shopping experience. It can also help fulfill customer expectations by providing relevant, helpful, customized information.  

Because of this, you should have an excellent strategy for personalizing content.

Defining a clear personalization strategy is one way to start personalizing your brand’s content. First, you’ll have to identify the personalization triggers that align with your brand. From there, you can make strategically sound decisions to deliver an outstanding CX.

You must also find ways to personalize content to create more compelling customer experiences. Some common examples include personalized web pages, product recommendations, retargeted ads, and email personalization. With these ways in place, the interest and engagement on your website go up.  

To maximize your personalization strategy, it’s wise to seek help from professionals specializing in website personalization. They can help you get started with the process of creating unique customer experiences with your tailored content.  

3. Artificial Intelligence

AI (Artificial Intelligence) is a key CX trend you shouldn’t overlook. If you can learn how to leverage AI, your business will become more central to how you engage with customers.

Customers already value self-service options where they can solve their problems and access knowledgeable resources independently. However, your business must consistently keep up with their needs to make them feel understood.

With AI-infused technology, your business can respond to customer needs as they change. By gathering rich data, brands can further understand their customers and what they want.

That’s where AI comes into play because it can help gather insights and quickly identify customers’ pain points as they evolve. In addition, it can engage customers and add a personal touch at a required scale.

Moreover, AI designed for better customer experience can help reduce errors by automatically obtaining customer information and providing customer support agents with all the context they need to address a problem correctly. It can also allow you to route incoming calls and messages to suitable agents. 

AI uses keywords in the calls and messages to identify skills necessary to resolve the problem and inform the best agent. Lastly, you can use AI to determine customer needs and potential issues to develop solutions to improve customer retention and satisfaction.  

With all that said, there’s no question why many businesses have become interested in AI to boost their CX efforts. If you’re a beginner, consider starting small to develop basic AI skills. From there, your team can build momentum and become innovative in CX.

4. Customer Feedback Response

Ensuring customers feel heard is one top action customers prefer after having a poor experience. Research shows that 76% of consumers expect companies to understand their needs without an explanation.

However, it will take effort from your brand to develop a customer service mindset, ensuring problems don’t arise in the first place.

Yet, in a complex and competitive landscape where consumers’ expectations rise, having this mindset isn’t as reasonable as it seems. It’s crucial for forming personal relationships with your customers and driving engagement.

Therefore, your brand can improve CX exponentially by embracing customer issues and collecting real-time feedback. In turn, this allows you to humanize interactions and enable customers to feel valued. In addition, it provides learning moments for your team.

5. Customer Service Recovery Strategy

Poor customer service can be damaging to brands. However, they can also serve as an opportunity to make improvements.

For example, if a brand can deploy a service recovery — they can surpass the customers’ original expectations from a problem they were dissatisfied with before. As a result, the customer may become more loyal than if they were to have a good experience with a brand initially.

In fact, 65% of U.S. consumers believe a positive experience is more influential than a good advertisement.

While fostering a winning CX every time is not always possible, turning things around is still feasible. By turning a poor experience into a positive one — most of the time, they’re likely to do business with that brand again.

Take Advantage of the Latest CX Trends

With knowledge of these CX trends, your business can lay the foundation for reaching the greatest return on investment. Implement these key practices and explore what these approaches have to offer. In doing so, you position your brand to create lasting, meaningful relationships with your customers in the future.

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Author Bio
Eleanor Hecks is editor-in-chief at Designerly Magazine. She was the creative director at a prominent digital marketing agency prior to becoming a full-time freelance designer. Eleanor lives in Philadelphia with her husband and pup, Bear.