There is no denying that these days, a large number of people interact with their favorite brands digitally i.e. via websites, apps, social media, etc. This is why digital experience management has become the main area of focus for both small and large enterprises, and they have begun to utilize the benefits of a digital experience platform (DXP) for better customer engagement, increased customer conversions, retention and loyalty.
The following are the top 5 digital and customer experience management trends to expect in 2020:
According to a new Epsilon research, as many as 80% of consumers are more likely to make a purchase when a brand offers a personalized experience. That says a lot about the conventional “one size fits all” interaction strategy that’s becoming outdated really fast.
Customers have started expecting brands to reach out to them and offer personalized experiences, and they are right in their thinking. This is because brands do use technologies like automation, data mining, etc. to understand their customers on a personal level already. This trend is to only become bigger now.
This one is a no-brainer. Artificial Intelligence i.e. AI has penetrated almost every industry and market today. Naturally, it’s also redefining digital experience as we see intelligent refrigerators, smartwatches, etc. becoming more of a norm. Another good example of AI is chatbots that are both increasing the productivity of companies and enhancing customer engagement on a deeper level. We can also go as far as to say, AI is one of the hottest customer experience trends to watch out for in 2020.
The General Data Protection Regulation (GDPR) was launched in 2018, but it’s created a huge impact on global organizations in just a year. This is because companies now have to give serious consideration to protecting the data of their customers and vendors.
Customers are also more informed and aware and look into the measures a brand takes to protect their privacy before they get emotionally and financially invested in them.
Voice assistants have become a lot smarter and powerful today. The popularity of virtual assistant devices like Amazon Echo and Google Home, and the fact that voice-based online searches have become 35 times more common since 2008 support the statement further.
Voice commerce is to not just become the next-big-thing in the tech industry, it is poised to become a key trend in digital experience management. Many ecommerce players are already selling with voice commerce, and the practice will only become bigger and better with time.
Omni-channel practices make use of different channels that connect brands to their customers. It doesn’t mean that every channel must be covered though. What it means that the value offered to a customer across the channels they prefer is the best that’s feasible.
So, there you have it- some of the digital experience management trends that you can watch out for in 2020. These shed light on the dire need of a comprehensive digital experience platform that an organization can use today to leverage modern communication channels and technologies for business growth. The question is - are you ready for the disruption?