In today’s fast-paced digital landscape, positive customer experience (CX) reigns supreme. Businesses are constantly innovating to meet changing consumer or client preferences. The customer experience is one aspect that every company must focus on to retain customers, grow their business, and be successful in this competitive marketplace.
In times when inflation and economic instability are affecting consumer behavior, the customer experience might be the one thing that makes or breaks your brand. People and businesses alike want convenience out of their products and service providers.
When customers reach out to your business, they expect quick, seamless, and convenient communication. And if they feel their experience contacting your customer support was frustrating, they’ll go somewhere else. How can your SMB retain customers in this high stakes world of quick communication at our fingertips? Computers Nationwide is here with your guide to leveling up your Customer Experience (CX) systems with AI solutions!
What is CX? Why Does it Matter?
Before we begin, let’s break down what a customer experience is. Every interaction that a buyer/customer has with your brand forms their experience, or CX. This includes touchpoints where customers learn about your brand, all the way to their purchase and post-purchase experience. This experience forms part of your ‘product’ or ‘service’ and influences customers’ perceptions of your brand and their loyalty to you.
While experience has always been important, it is even more instrumental in today’s era. Alternatives are available a click away, and customers are extremely informed of what the various brands can offer them. Hence, you need to be on top of your game and leverage a flawless CX system to differentiate yourself from the competition. That’s where AI technology comes into play…
Top Benefits of Excellent Customer Service (CX) Processes
If your product is great, you may already have a strong customer base. So how does strong CX help you? Here are some ways in which offering amazing customer experiences can help your business:
Increased Customer Loyalty
Great customer experiences help build emotional connections with brands. This builds customer loyalty.
Higher Customer Satisfaction
After a positive experience, customers are likely to return for a repeat purchase. Not only do they buy repeatedly, but they also recommend the brand to others, increasing your revenue and customer base.
Enhanced Brand Reputation
Today, people share their positive experiences with brands on social media. This word-of-mouth helps you build lasting impressions and a great brand reputation.
Greater Customer Lifetime Value
Customer loyalty and repeat purchases translate into greater customer lifetime value (CLV). Prioritizing CX helps you reduce the churn of customers.
Improved Employee Morale and Productivity
Delivering great experiences and hearing appreciation makes employees feel happier and more motivated. They are more engaged, hence improving productivity and reducing turnover rates.
Understanding and Enhancing the Customer Experience in 2024
Customer experiences are still relevant for businesses. 81% claim that CX can differentiate them from the competition. On the other hand, 73% of customers say that a good experience is important, but only 49% feel that businesses deliver it.
This indicates a clear gap between what businesses are delivering and the experiences that consumers expect to get. To bridge the gap effectively, businesses can actively use AI technology to enhance and personalize client experiences.
Top CX Trends & Predictions for 2024
Here are some of our experts’ predictions for rising CX trends in 2024…
Hyper personalization
Customers look for personal experiences and we can expect greater use of AI and ML to deliver just that. – from the first touchpoint to the last, customers will have extremely personal journeys that influence their decision-making.
Seamless Omnichannel Experiences
Omnichannel experiences cannot be understated but this year we expect to go further. Regardless of the platform, customers will have consistent experiences across all touchpoints. Communication will be smooth without repetition, improving the quality of customer service delivered.
Conversational Interfaces
We are also expecting to see the use of voice and conversational interfaces. This will change the game by allowing customers to engage casually with businesses through voice commands when seeking information or giving feedback.
Customer Empowerment
Customers today are not passive recipients. They actively voice their preferences and choices, and lean towards brands that value them and act on them. We can expect more businesses to increase collaboration with customers and give them an increased sense of ownership of the brand.
CN’s Guide to Upgrading Your CX Solutions with the Latest AI Tools from Our Partners
Drive Operational Efficiency with Broadvoice
The use of predictive analytics allows you to streamline processes by identifying weaknesses and suggesting improvements. Broadvoice’s analytics and automation solutions are a good option if you are looking to optimize personalized customer experiences and enhance efficiency.
Salesforce found that nearly half (48%) of customers switched brands over the past year due to customer service. Improving your operational efficiency practices does more than just impress customers. It significantly impacts customer satisfaction and loyalty.
- Broadvoice CCaaS is a cloud-native contact center as a service (CCaaS) solution that eliminates the barriers between people and technology. Broadvoice CCaaS is simple to use yet powerful enough to deliver the personalized and optimized experiences today’s customers expect.
- Access analytics across all channels from a single interface. Monitor team performance with real-time reporting and statistics. Filter and correlate metrics with a user-friendly dashboard!
Embrace Conversational AI with 8×8
As you set out to reform your customer service and experience, rely on providers like 8×8 that offer holistic communication platforms. Through automated and integrated voice, video, chat, and other options, you can reduce the burden on live agents, and empower customers with self-service options.
Data shows that 93% of customers return higher customer satisfaction scores (CSAT) when the move between channels is seamless.
- 8×8’s Intelligent Customer Assistant, a powerful user-friendly conversational AI solution, is focused on advancing our customers’ self-service capabilities by offering faster, automated resolutions in your contact center.
- It’s focused on reducing call volumes in the contact center by handling self-service experiences and seamlessly transitioning handoffs to live agents and specialized bots. With their plug-and-play AI templates, you can deploy automated simple self-service solutions into your contact center and quickly benefit from its efficiency.
Stay Ahead of CX Trends with RingCentral
Stay ahead of the curve and pioneer changes in your sector by being well-informed of new CX trends and programs. Staying ahead of trends is more important than keeping up as 50% of consumers will actively change brands if a company doesn’t anticipate their needs.
Thought leaders such as RingCentral not only offer expert news and insights but also enable you to leverage innovative solutions for your business growth.
- RingCentral’s AI-first contact center, RingCX, utilizes generative AI to understand and predict customer needs, which means you can more easily personalize solutions in real time!
- RingCX integrates seamlessly with many popular tech applications, including immersive tools. These integrations ensure a holistic and futuristic CX.
Inspired to Level Up Your CX Solutions in 2024? CN’s Got You Covered!
Now is the time to elevate your CX strategy with AI-powered solutions for success. By leveraging the latest technology from our partners at Broadvoice, 8×8, and RingCentral, your SMB can transform customer interactions, drive loyalty, and improve efficiency. It’s a win-win for everyone!
At Computers Nationwide, we’re committed to helping you harness the power of AI to deliver exceptional CX at every touchpoint. We’re proud to work with the best solution providers in the industry to offer you a customized solution tailored to your unique goals. Even if you are a small business, we can help you leverage scalable, innovative systems for an unbeatable customer experience!
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