When it comes to customer experience (CX), some things stand the test of time – like fast and friendly service, personalisation and frictionless journeys (to name but a few).
But while there are some constants, technology evolves and offers new ways of doing and thinking about things.
With that in mind, here are 3 key tech trends organisations will incorporate into CX in 2023 (and beyond).
1. Journey orchestration
2023 will be the year AI-driven customer journey automation scales. This aligns with C-suite thinking, with 78% of businesses planning to increase their automation budgets over the next 12 months.
The trick is to correctly define the triggers for automated processes. In 2023, this will be simpler because affordable AI and machine learning solutions can integrate with data sources scattered across businesses. This makes it easier to reap the benefits without having to overhaul the existing IT/software portfolio supporting CX.
For example, our Intent Capture capability enables you and your business to see exactly why customers are getting in touch. This means you can understand what triggers different journeys and which journeys to automate to have a real impact on your customer service. As it’s quick and easy to implement, you can get real-time insight within days to identify what’s happening and make informed decisions when planning across the business.
As a result, more organisations will be able to use AI-driven customer journey orchestration to make hyper-personalisation a reality. They will be able to treat each customer as an individual and create experiences that matter across their lifecycle – cost-effectively and at scale.
2. Fraud prevention
Data security and risk management will be particularly high on board agendas as businesses grapple with how best to balance these with a streamlined customer experience.
AI has an important role to play here, with organisations taking a more pre-emptive approach to fraud management. For example, message authentication solutions use AI to enable customers to quickly and easily verify any message they receive from a brand, mitigating against smishing. And innovative payment technology can help protect customers from credit card fraud (while simplifying compliance with regulations like Strong Customer Authentication).
3. Contact centre technology
Until now, AI for customer service has mostly centred around call reduction and deflection efforts, like Chatbots backed by machine learning and Natural Language Processing. In 2023, we’ll see more brands integrate AI into contact centre operations. These solutions focus on intent recognition and customer routing to help people get to the right agent, faster.
Real-time intent listening will also give brands the power to react quickly to emerging trends and rectify issues (both customer- and agent-side) before they become major problems. The insight can also drive data-driven improvements in agent training, leading to higher morale, happier customers and increased operational efficiency.
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