Top 5 Customer Experience (CX) Trends to Watch in 2022
Customer Experience trends are evolving every day, and it's crucial to keep up with them. Good CX management will boost your business resulting in good sales, building trust and a brand. The last two year and the post-pandemic phase have seen a huge growth in technology and changing trends.
So, what are the most important CX trends you must follow? Well, forget your confusion as the article narrows down the top 5 Customer Experience (CX) Trends to Watch in 2022.
#1 Content Personalisation
With everything moving fast, customers expect unmatchable personalisation. Especially after COVID, the switch of all types of business to online platforms had a huge impact. Personalisation means understanding your niche, giving users flexible options and personalising the content according to it.
For example, an e-commerce website with no personalisation and a non-flexible setting will have low sales. But, on the other hand, people will choose a website that offers more personalised content. According to the 2021 State of Personalization Report, 75 percent of business leaders say personalisation is now an important aspect for digital experiences.
#2 The Adoption of AI
Adopting AI is the need of the hour as it drastically increases CX. Artificial Intelligence is shaping the future of technology and business. AI tools like smart chatbots, Visual tours etc., give customer experience 24*7 without the help of humans. After adopting flawless AI technology, many companies believe that their customer experience and growth increased exponentially over time.
For example, an eyeglasses company giving virtual assistance to try on glasses anytime is amazing. Also, chatbots have become smart and solve complex problems of the customers. So bring smart AI technologies to your venture for a more profitable customer experience.
#3 Updating Data and Privacy
Consent is very important, and always ask for permission during the procedures. As more data privacy laws similar to EU-GDPR are raised around the globe, businesses that stick to these laws maintain strict data protection standards. Sixty-one per cen of people are concerned about their privacy under age 45 and constantly prefer more reliable sources.
#4 Provide Omnichannel Customer Experience
It's one of the most important discussions on the Customer experience topic. Being omnichannel means setting yourself up on various platforms. For example, social media handles, email, websites, Apps etc.
So, creating accounts and branding yourself on multiple platforms is one thing but paying attention to all is altogether different. To boost e-commerce sales post-COVID, many businesses started actively using social media handles and other platforms. The result was that some audiences trust social media businesses while some only look for official websites.
A certain set of users searches for links to official websites on social media and checks their authenticity. On the other hand, some check websites and open the link to social media handles for reading reviews in the form of comments. So, maintaining all the platforms is crucial, resulting in a great customer experience, trust and significantly boosting sales.
#5 Making Mobile Users a Priority
There are 5.31 billion mobile users globally, all thanks to mobile technology. The mobile is really smart and can perform amazing banking, and it's a hub of social media connections. The trend of mobile business and buying things through mobile is rapidly increasing.
So make your business website or App mobile-friendly with customer support, mobile UX design and other factors. The majority of people love to search for things on mobile. The business has realised the importance of mobile friendly platforms for better growth. So the company is spending on the cost of building mobile Apps.
Tips to Increase Customer Experience
Here are some additional tips for you:
- Ask for surveys and forms to take honest feedback from the customers.
- The total experience is crucial, and every element collects to form a total experience.
- The audience is now looking for earth friendly services. It would be great to mention the carbon footprint of your products.
- The conversational experience must be great.
- The users should not wait on holds and wait for tickets to generate. Instead, allow them to connect to you easily.
To Understand customer experience, you have to put yourself in consumers' shoes. It's an ever-evolving trend, and by constant testing and evaluation, you will know your audience. Seventy-three per cent of customers agree that the customer experience helps them make the final decision; it's very important.
So, identify your customers, start new ventures and assess the growth. Keeping up with the time is the need of the hour. With digitisation at this pace, everyone is smart enough to tell the difference. So, beat the competition and build a user-friendly platform with the best customer experience.