The customer experience (CX) landscape has changed drastically in the past few years.
Consumers of the day want more than just 50% off coupons on their birthdays. They want 1:1 experiences that make them feel truly important. What does this mean for businesses? It means upgrading subscription plans for old customers, smart algorithms that enhance the shopping experience, hassle-free modes of payment, and timely updates on channels that the customer prefers. Besides, with artificial intelligence gradually becoming the new normal, CX is evolving even faster.
Clearly, if you’re a business owner, you will have to improve CX to keep your head above water. So, let’s take a look at the key CX trends for 2022 so that you have an idea of what to expect. But first, let’s quickly understand why there is so much talk around CX.
The hype around customer experience
Why are we taking the CX trends for 2022 so seriously?
This is because more and more businesses are citing CX as their top priority, often beating even product and pricing. And that only makes sense. Customers that are treated well are more likely to become loyal.
What’s more, satisfied customers might also go on to spread the good word about your brand. This word-of-mouth publicity can translate into a lot of new customers for your business. After all, although consumers’ trust in sellers is diminishing, they do trust what their peers say.
CX trends for 2022 every business must prepare for
Given the above reasons, the hype around CX only makes sense. Now, let’s explore the CX trends for 2022.
Higher demand for omnichannel communication
Gone are the times when brands chose the way customers interacted with them. Today, consumers’ activity is fluid and ever-changing. And so, omnichannel communication is the need of the hour. Think about it: what would happen if your bank stopped internet banking services, making physical visits mandatory?
But contrary to popular belief, an omnichannel customer experience requires more than just a multi-channel presence. It needs all the different channels to work together. Doing this will enable customers to leave one channel and continue from where they left off on another. A great example of an omnichannel approach is Amazon. Customers can access the exact same information via the website, the mobile app, Alexa devices, as well as smartwatches.
A rise in data-driven marketing
Consumers of the day aren’t just concerned with quality products and competitive pricing. More often than not, they are seeking experiences. And how can businesses give them that? Data is a great means.
With data-driven marketing, you can personalize customer experiences, leverage effective cross-selling, and improve your product or service. And most importantly, data-driven marketing will help you understand your audience better, which will automatically pave the way for a better CX.
Video marketing and communication will become sought-after
One form of content marketing that almost always works is video. Video marketing is a great way to engage customers, while also getting across complex pieces of information in an easy way. This explains why more and more brands are including product tutorial videos on their website.
What’s more, Instagram ads and videos are extremely versatile. You can share them on every social media platform, on your website, and even convert them into webinars and courses.
All that being said, creating video content can be pretty overwhelming. From ideation to production to editing to marketing, it’s a long process. In case you need help, consider using a video editing tool. Platforms such as Visme can help you create powerful videos right on your smartphone. Its advanced features such as color correction and green screen videos will let you make spectacular product tutorial videos for your customers.
Turn data into insights with predictive analytics
Next on our list of CX trends for 2022 is predictive analytics.
The predictive analytics market is growing at a fast pace. With it, business owners can predict customer needs and important events in their life cycle. This makes for a win-win situation. Consumers get to enjoy a breezy shopping experience, and business owners are able to win more sales.
Predictive analytics can also help identify patterns that hint at which customers are close to leaving.
Need for real-time customer support
Time is a precious commodity, right?
This explains why consumers want instant responses to their questions and grievances. Besides, in this social-media-obsessed world, most of us are addicted to instant gratification. Real-time support gives users the much-desired instant gratification that is pretty rare in the field of customer service anyway.
Real-time support even comes with a lot of benefits for business owners. For starters, since it allows problems to be solved then and there, it reduces costs. Moreover, businesses can get real-time feedback, which is generally more genuine. If you’re looking for a hassle-free way to offer real-time support, consider investing in the conversational ai enabled chatbots tool for the same.
On-demand shipping services will become more popular
Until a few years back, we had to wait at least a week for our packages to arrive. Today, companies like Amazon have completely turned things around. One-day deliveries are becoming quite the norm.
On-demand shipping services rely on speedy logistics and have successfully tackled the famous logistics issue of last-mile delivery. On-demand delivery is helping businesses win more customers, cut down infrastructure costs, and reduce dependence on manual labor. And of course, it is letting customers enjoy the joys of fast delivery.
Augmented reality will enhance the customer service experience
One of the most obvious CX trends for 2022 is augmented reality.
Augmented reality is completely transforming the customer journey into a visually interactive experience. It is making possible that one thing eCommerce was not able to—the experience of trying products first-hand. In addition to bringing virtual product testing to life, augmented reality also holds the power to enhance customer service.
An example of augmented reality is the Sephora Virtual Artist, which lets users try on makeup and dresses virtually.
Payment experiences will need to be improved
With more and more people shopping online, the need for seamless digital transactions is even more crucial. There is nothing more frustrating than adding everything you need to the cart, only to find out that your credit card is being declined.
Businesses in 2022 must pay closer attention to diversifying payment options, perfecting shopping cart design, and securing payment processes.
With a wider focus on protecting sensitive customer data and avoiding data breaches, it’s important to ensure you have the right systems in place to prevent unauthorized access to company data.
Conclusion
These CX trends for 2022 are about to change the business-consumer relationship forever. Omnichannel communication, data-driven marketing, predictive analytics, real-time customer support, on-demand delivery, and video marketing simply scratch the surface. Considering the pace at which emerging technologies are advancing, it would only make sense to expect many more such trends.