With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint of their journey and, in the process, will become wiser to their changing and growing demands. In the coming year, customers will want even more from companies. And it won’t be from the tech stack. Customers want to be heard, and in 2019, companies will do a better job listening.
In a digital world, organizations are bombarded with technology options, data and digital channels. Many companies have rapidly adopted these new solutions in hopes of gaining even the slightest edge over a competitor. Unfortunately, the rush to adopt new technology has diluted the experience, fragmenting the path to purchase and prohibiting companies from creating emotional connections with customers. In 2019, creating a seamless, customer-centric experience will be harder than ever, but the companies that take a step back and re-evaluate everything—from the data and insights used by the C-suite, to listening tools to self-service channels—will have the power to create and build relationships that translate directly to brand loyalty.
Here are four predictions for 2019 and what companies can do to exceed customer expectations in the coming year.
When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed.
At Calabrio, we’re here to make 2019 the year that your company wins the customer experience. We can help you tap into voice-of-the-customer insights that have the power to transform your business. Download our guide to see if your company is delivering on its customer experience promise.