There’s no denying that customer experience is changing rapidly. But how will it change? What trends will we see in the next five years? And what does that mean for your business? Here are a few predictions for 2023:
The Rise of the AI-first business
The rise of the AI-first business is well underway. It’s a trend that’s been around for some time and will continue to gain momentum in 2023.
AI has been around since 1950, but only recently has it become accessible to most businesses. You don’t need a PhD in computer science or an expensive degree from MIT; you just need a laptop or smartphone and access to the internet (which pretty much every small business owner does). There are plenty of free tools available online that allow you to build your own AI assistant–and they’re getting better all the time! These assistants can help with everything from customer service queries through natural language processing (NLP) technology, which allows them understand what customers want without needing specific commands or keywords like Siri does today.
More of the same, only better
You’ve heard it before: customer experience is king. It’s not just a motto; it’s true. The importance of creating an exceptional CX has never been more evident than now, as customers are becoming increasingly sophisticated and demanding of their experiences with brands.
While there will always be room for improvement, the future of CX looks bright–and very similar to what we’ve seen in recent years. Here are some key trends that will continue shaping customer experience over the next five years:
A new way to interact with customers
In 2023, customer experience will be more personalized. This means that the interaction between a business and its customers will be tailored to each individual based on their preferences, history and behavior. For instance, if someone always buys the same item from a certain retailer or restaurant, they’ll receive offers based on their purchase history or even recommendations for similar items that might interest them.
Customer experience will also be more interactive as businesses use this data to engage with customers in new ways such as through text messages or push notifications–and even through voice assistants like Alexa or Siri (if you don’t want to chat with an AI bot).
In addition to being more responsive than ever before (e-commerce sites can now recognize when something isn’t working well), customer service reps are becoming savvier about how they respond when there’s an issue at hand–and even how they phrase things so that customers feel heard rather than just getting brushed off by an automated response system or agent who doesn’t care enough about solving problems quickly enough!
An end to frustration and impatience
You’re a customer, and you’ve got places to go.
The world is your oyster. You want to take a vacation, buy some new clothes and maybe get an investment in that startup company you’ve been eyeing since college. But then there’s the hassle of finding exactly what you want–or at least something close enough–and waiting in line at checkout while cashiers try their best not to look bored out of their skulls because they’ve seen this same thing happen thousands upon thousands of times before (and probably will again).
That kind of experience leaves people frustrated and impatient; it makes them question why they should even bother going through all the trouble when there are so many alternatives out there with better prices and customer service ratings online that can help them find exactly what they need without having to deal with any hassles at all?
Customer experience with an edge
You’ve heard it before: customer experience is the new battleground for brands. And you’re probably wondering what exactly this means for your business.
Customer experience with an edge will be defined by four key trends:
- Customers will be able to make more informed decisions, because they have access to real-time data and insights through their devices. This will enable them to make better choices about what they purchase and where they spend their money–or even where they go on vacation!
- Customers will be able to find what they want faster, because AI algorithms are designed specifically for this purpose (and because of how much data we now have). You’ll also see companies using machine learning technologies such as natural language processing (NLP) software so that consumers can interact with brands through natural language rather than just text or voice commands alone
Customer experience will be even more personal
As customer experience becomes more personal, companies will need to strive for personalized experiences. But how does this work? Let’s say you’re shopping online and see an advertisement for a pair of shoes that looks like something you’d love to buy. You click on the ad, but when you get there, it turns out the style isn’t available in your size or color–and now it’s too late because someone else already bought them!
This kind of thing happens all the time because ads are based on broad demographic information about what kinds of people like certain things (like “women” and “shoes”). That works well enough when most customers fit into those categories; however, if one person doesn’t fit into those stereotypes–or if they do but just don’t care about those things at all–then they won’t see any ads related to their interests or needs until they browse through other pages manually (which isn’t always easy).
Moving beyond “What do customers want?” to ask “How can we help them?”
Customers want a good experience. They want to be treated well, heard, respected and their concerns addressed. They also want their questions answered in a timely manner.
When we think about what customers want from us as businesses, we often focus on the product or service that we provide rather than how we can help them achieve their goals–and this is why so many companies fail at delivering great customer experiences: they focus on themselves instead of their customers’ needs.
Customer experience is evolving and becoming more important than ever. With the rise of AI-first businesses, customers will have new ways to interact with brands and companies will be able to provide a better experience for their customers. This trend will continue into 2023 as long as we continue looking at how technology can help us better understand what people want from us so that we can build better products and services around those needs