2020 has been a testing yr for all of us. Whereas a number of industries struggled for enterprise, a number of of them thrived. Within the midst of this, buyer expertise quick tracked a number of expertise and enterprise imperatives. With social distancing measures in place and eCommerce changing into the first gross sales alternative for a lot of manufacturers, organisations have needed to shortly innovate and leverage expertise for buyer interactions.
Subsequent yr is a chance for manufacturers to construct upon this progress. Digitising buyer interactions is one factor, however making these interactions beneficial and significant is one other.
With this in thoughts, listed here are the highest tendencies that manufacturers ought to pay attention to as we transfer into 2021. Manufacturers who benefit from these tendencies shortly will improve their possibilities of outperforming opponents, enhance buyer loyalty and even increase their backside line.
Utilizing knowledge to get private
Enterprises are producing and gathering extra knowledge from a rising number of sources akin to cellphones, social media, sensible automobiles, sensible audio system, Web of Factor (IoT) gadgets and extra. Leveraging these sources would assist in higher understanding of buyer expectations, in flip stimulating extra related, personalised interactions for higher person expertise. The connection between knowledge and the shopper expertise is pivotal. In trendy enterprise, expertise is not a separate operate. Each organisation is changing into a expertise firm.
Buyer knowledge platforms (CDP)
Historically, buyer knowledge got here from buyer relationship administration (CRM) instruments. Every CRM instrument captures knowledge differently and is supposed to serve its personal distinctive function. As enterprises look to leverage buyer knowledge for quite a lot of actions and interactions, CRM is just not in a position to cope up with the necessities. Right here is the place buyer knowledge platforms (CDP) are available.
These platforms work to unify buyer knowledge and supply contextualised insights and evaluation of a prospects’ wants and needs. I count on CDPs to turn out to be extra commonplace in 2021 as organisations realise the challenges created by fragmented advertising and marketing instruments, akin to duplicated campaigns and incomplete photos of the shopper. By unifying knowledge in a single place, CDPs optimise advertising and marketing and promoting spend, enhance buyer expertise, and improve operational effectivity.
Embracing screenless, touchless interfaces
Touchless interfaces akin to voice assistants, facial recognitions and contactless funds have been already being explored and leveraged pre-pandemic. However, they’ve come to the fore because of rising shopper want for contactless interactions – significantly for security and hygiene causes. We know that 77% of consumers count on to make use of extra touchless applied sciences to keep away from bodily contact through the pandemic and past.
Many organisations might have shortly scaled their use of touchless interfaces as a swift response to the pandemic, however this can be a development that’s right here to remain, and develop, as prospects get used to the convenience and effectivity of touchless interactions. Manufacturers should pay attention to and capitalise on this rising development – we should always count on a yr of experimentation in the case of completely different interfaces.
Organisations ought to take a startup-style, test-and-learn strategy to rolling out these initiatives; whereas not all pilots will scale, initiatives that meet real shopper wants and needs can be quickly deployed and turn out to be a cemented a part of the shopper expertise.
Transferring to ‘headless’ fashions
Headless applied sciences will turn out to be a differentiator in 2021 as manufacturers search extra personalisation and autonomy for his or her front-end (person interface) capabilities. Headless expertise might be outlined as a software program that works on gadgets with no pre-designed person interface, giving manufacturers the power for higher customisation.
In the present day, manufacturers must quickly adapt to altering buyer expectations and to do that, they should make fast modifications throughout a number of channels, introduce new functionalities for focused experiments and new buyer experiences. Headless applied sciences are altering the sport by decoupling front-end touchpoints from back-end performance, permitting manufacturers to pivot shortly and create experiences that consumers crave.
Increasingly expertise platforms are providing non-prescriptive, headless frontends the place organisations can design their very own structure. In 2021, we are going to see organisations, giant and small, providing this diploma of personalisation, with a concentrate on giving manufacturers the power to develop their very own content material and subsequently present distinctive, tailor-made buyer experiences.
Hyperpersonalisation by means of AI
Synthetic intelligence has already cemented itself as a key a part of the shopper expertise. Subsequent yr, main organisations will develop how they use it, with a concentrate on creating empathetic and contextualised interactions.
Prospects are reassured by human-like attributes in AI: 64% need AI to be extra human-like and 62% really feel snug with human-like voice and mind, akin to the power to carry a wise dialog, reply to comply with up questions and contribute extra info.
Till now, many organisations have been targeted on decrease hanging fruits, like utilizing AI to foretell habits patterns or for buyer knowledge evaluation. Whereas nonetheless essential, there’s a big alternative for organisations to spice up the underside line by enhancing buyer reactions and bringing AI to the forefront. Organisations at the moment are realising this and subsequent yr we should always see progress in how AI might help perceive buyer habits higher. The outcome can be interactions with higher contextualised empathy, making for a greater buyer expertise for the person.
2021 guarantees to be an thrilling yr for digital buyer experiences, the place organisations can construct on the progress they’ve already made to create interactions which can be personalised, significant and optimistic. Doing this efficiently will depend on a fastidiously orchestrated mix of applied sciences like AI and knowledge analytics, mixed with human oversight and technique. Manufacturers who get this stability proper will reap the rewards within the type of improved effectivity, decrease operational prices and, most significantly, glad, returning prospects.
Picture by Ryan ‘O’ Niel on Unsplash
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