In today’s age of the customer, customer experience management has become central to business success. A customer’s relationship with a brand does not start or cease with a purchase. It’s the overall experience that a customer goes through that has emerged as the driving force behind the improved business bottom line. New CEM technology solutions focus on optimizing customer interactions and enhancing customer loyalty.
There are numerous solutions in the market that enable businesses to tackle all the obstacles that come in the way of delivering memorable customer experiences. Today, artificial intelligence (AI) is dominating the CEM solutions space to a larger extent. The rise of IoT has given birth to a hyper-connected world of real-time experiences and instantaneous feedback. As 5G is expected to hit the market soon, consumers can better connect with the brands and share their experiences with them and others. More number of brands will utilize social messaging alongside AI and chatbots in 2019 to plug the engagement gaps. Social media platforms like Twitter and Facebook are here to guide a new generation of customers who are looking forward to getting more and more things done faster. With the amalgamation of AI, chatbot, and social messaging, it will be easier for brands to automate and personalize customer responses.
There is also a high rate of adoption of voice assistant today. The Amazon Alexa Skills marketplace consists of over 50,000 skills across the world. This is a substantial leap from the 30,000 milestones that was achieved previously. The rapid adoption of voice-activated speakers has brought about behavioral changes among consumers, for they affirm that their devices have become an integral part of their day-to-day life. Thus, voice commerce is set to come of age.
What is more, chatbots assist businesses in delivering product information to the customers when the human agent is absent. Also, the recent development in AI has enabled chatbots to hold engaging conversations in the most natural manner. Although they may not be able to build an equal amount of trust and rapport as humans, customers can still attain favorable experiences because of enhanced intelligence.
In the domain of food and beverages, companies like AsureQuality Limited are making the best use of CEM solutions to provide hygienic food items to people around the world. AsureQuality is unique in its ability to focus on the food supply chain through a combination of inspection, auditing, laboratory testing capabilities, and farm assurance.
Thus, to drive business success in today’s highly-competitive world, adopting an intuitive CEM solution is advisable. A CEM solution typically boasts features like marketing automation, email integration, and analytics. The seamless orchestration of multi-step marketing workflows between the digital destinations, email, and commerce can be of great help as well. The modern CEM solutions will help businesses personalize content based on users’ purchase preferences, onsite activity, and any other behavioral attributes.
We bring to you APAC CIO Outlook’s “Top 10 Customer Experience Management Solution Providers 2019.”