by George Demou
Understanding the technology eco-system your business operates within is critical to developing customer experience strategies that differentiate your brand and generate growth.
New technology spaces such as the Internet of Things (IoT), artificial intelligence, and even the changing landscape of social media are all revolutionizing the way companies deliver experiences to their customers.
Trend #1: KPI Measurement via Social Media
Twitter is one of the world’s fastest growing social media platforms, especially for brands attempting to gain exposure. Tweeting is fast, enabling customers to connect with businesses in new ways quickly. Measuring Key Performance Indicators or KPIs on Twitter is becoming increasingly important to discover churn rate, sentiments and more.
Sentiment analysis can be performed to show how your customers are talking about your brand in natural context. By using a sentiment analysis algorithm, you can analyze your customer’s language to pinpoint dissatisfaction and issues with your product or service.
Churn rate can be determined using third-party applications connected to Twitter. Your churn rate shows just how many followers you are losing in any amount of time. This information is critical to analyze what is working for your audience and what isn’t.
Tracking other KPIs such as click-through rates, URL mentions and retweets are also key metrics that give insight into how your brand’s social media is performing. This information should be tracked and used to upgrade your future marketing campaigns and improve CX.
Trend #2: CX Pros & IoT Devices
If you could solve a customer’s problem before they ever had to call customer service, would you? With the Internet of Things, or IoT, devices are able to share data in real time – it’s truly an enabling technology taking the world by storm.
What is the Internet of Things, exactly? Google defines it as: the interconnection via the Internet of computing devices embedded in everyday objects, enabling them to send and receive data.
In practical application we’re already using IoT devices every day for things like searching the internet using your voice rather than a computer, or having a thermostat learn your household routine and adjust itself based on the activity in your home.
These devices have CX professionals exploring ways to use them to create deeper relationships with customers, such as:
- IoT smart monitors are being used inside of products such as vehicles to proactively solve issues with performance.
- Companies are using IoT to learn about their customers in order to suggest products for them to purchase.
- Companies are using IoT devices to monitor energy use and problems with electric panels to proactively notify service technicians.
- IoT monitors are being developed that automatically switch on air conditioning when an individual is minutes from home.
In this day and age where “now” is when consumers expect a solution, IoT devices are providing almost instant gratification.
Trend #3: AI-Enabled Chatbots
Currently, 37% of Americans say they would use a chatbot to get a quick answer in emergency situations such as product failures. These chatbots are gaining customer trust while helping businesses foster relationships. The use of AI-enabled chatbots saves businesses cash while providing quick assistance that is more personal than a customer service call. Chatbots never sleep and are available to customers at any time, without the hold music.
It’s important to note the difference between a chatbot and chatting online. Where a person is needed to chat, a chatbot is AI-enabled, communicating without human assistance. These tools look the same and provide the same amount of customer service as regular chat windows, without the need for an individual to man the live chat.
Combined with AI, chatbots are able to collect previous customer data, personalizing the customer’s experience each time. They can also create brand loyalty by reaching out on birthdays and checking in with customers every so often about their product or service.
Fuel Your Customer Experiences With Technology
These tech trends are just the beginning. Innovation is happening for both the CX and tech space at the speed of light. Make sure you continuously seek out and explore the various technology trends that may positively impact your customers’ experiences.