The B2B market has been experiencing a dramatic growth in recent times, with the COVID-19 outbreak. In fact, the pandemic has moved everybody to a digital transformation perspective for consumerism, including B2B consumerism. “At this time, along with implementing top technology trends, it is equally important to obtain insights on what your customers are doing, what channels they are using, and understand where you can meet in the middle,” says Jackie Palmer, VP of Product Marketing, Demandbase. This is where Demandbase One—a comprehensive ABX (Account-Based Experience) software comes in. Based in San Francisco, CA, Demandbase is a leader in ABX (Account-Based Experience) in today’s changing B2B landscape.
In a highly digitized economy, personalized and speedy customer service is a must. Companies are now heavily investing in the technology and systems to advance the efficacy of personalization and eventually increase their business value. “It is integral to give high-quality individual attention to every client and understand their needs. Moreover, customers need to feel accompanied when working with a company’s product,” says Carles Bonfill, Co-founder & CEO of Easypromos—a complete self-service platform with highly personalized customer support, providing gamified and interactive marketing solutions.
The Customer Experience Management (CEM) plays a critical role in any company’s sustained growth index. With this market expected to grow from USD 8.5 billion in 2020 to USD 14.9 billion by 2025, companies are looking to enhance their CEM strategies, while providing a holistic customer experience. Emmersion is one such rapidly growing SaaS company that specializes in AI-powered language assessments technology. Based in Lehi, Utah, USA, the company aims to bridge the global communication gap for the nearly two billion English language learners and speakers in the world. Brigham Tomco, CEO and Co-founder of Emmersion is a serial entrepreneur, with an undying passion for education, mentorship and economic development.
The blend of innovation and execution, as being his key success factor, drives Peter Relan to design and deliver the best for his customers at all times. Through Got It AI, Peter and his team focus on making users and knowledge workers super productive, leveraging AI+Human-In-The-Loop approaches. The company offers Conversational Intelligence AI-driven self-managing virtual agents and assistive bots, enabling a breakthrough in automation for “digital first” CX. Customer Experience Management (CEM) is undoubtedly an ever-evolving industry. However, today’s, consumers have become used to chat messaging apps in their personal lives, and are now “digital first” users.
Inability to convert consumer data into actionable insights is as big as problem as data flooding. Oftentimes, businesses wonder what to do with the tons of raw data that is created and captured daily. It’s like a whale shark that collects plankton and eats all it can get, both the plankton of value and the rest. Consequently, most consumer data that is collected will be only used for menial business-centric benefits like an eCRM or push marketing, losing its true purpose. This is where Vista comes in. It is an opt-in data platform that powers the connection between people and brands through data-driven concierge.
A few years ago, Greg Lim was working with Spiritual Gangster, a pioneer in the yoga clothing industry that is popular with yogis and celebrities. He was looking for an easy-to-implement solution to create personalized customer experiences on their website as they were releasing new men’s and children’s clothing lines. With their current homepage being designed for a female audience, he feared they would lose the potential men’s and children’s customers. The search and lack of solutions led him to co-found Persosa to solve his clients exact needs. “Since then, we developed a personalization platform, Persosa, and continued to develop additional functionality to meet the demands of the industry,” says Greg, CEO and Co-founder, Persosa.
It is the era of digitization. From business processes and models to solutions and technologies, companies are now moving digital to inherently drive a unified customer experience. Dana, the global leader in drivetrain and e-propulsion systems, wanted to deliver the best customer-focused experience for its aftermarket business. They approached PhaseZero Ventures to accelerate digital transformation to build a consumer-centric enterprise. Dana also needed to adopt cloud technologies to integrate multiple catalog, inventory, and order systems to deliver a modern customer experience. PhaseZero’s CxCommerce platform streamlined their operations and created a seamless and straightforward experience for Dana’s customers.
The luxury fashion house, Burberry, wanted to provide its customers with a safe and engaging experience that would encourage them to visit their stores or to book a service such as style advice with a consultant. Moreover, they wanted to enable virtual appointments so that customers can receive the same high level of support online as they would in a store. The team approached Qudini. Their retail solutions helped Burberry to increase its customer retention, strengthened customer relationships, which resulted in greater sales. Today, Burberry is using Qudini across UK, North America, and Korea to enable its customers to wait virtually for service within its main category stores and to enter its extremely busy outlet stores. They also offer customers the ability to book appointments with sales associates both in stores and virtually.
Personalized recommendations powered by AI and algorithms have become integral to enhancing the customer experience. By analyzing vast amounts of data, AI algorithms can identify patterns, preferences, and behavior to offer tailored recommendations that align with individual customer needs and interests. Here’s how harnessing the power of AI and algorithms can improve personalized recommendations and customer experience: Enhanced Discovery: AI algorithms can analyze customer data such as browsing history, purchase behavior, and demographic information to suggest relevant products or content.
The future of customer feedback is being shaped by new technologies and innovative approaches to gathering and analyzing customer feedback. Here are some of the trends and innovations that are driving the future of customer feedback: Artificial Intelligence (AI) and Natural Language Processing (NLP): AI and NLP technologies are revolutionizing the way customer feedback is collected and analyzed. These technologies can help businesses analyze large amounts of customer feedback in real-time, identify trends and patterns, and generate actionable insights.
Virtual Reality (VR) shopping experiences have the potential to redefine retail in the digital age by providing immersive, interactive, and personalized experiences for customers. Here are some ways VR shopping can transform the retail industry: Immersive Product Exploration: VR allows customers to explore products in a virtual environment that closely mimics the real world. Users can examine products from different angles, view intricate details, and experience the scale and dimensions of items. This immersive experience enhances the understanding of products, leading to more confident purchasing decisions.
Measuring customer experience is essential for understanding how well a business is meeting the needs of its customers and identifying areas for improvement. However, traditional metrics such as customer satisfaction (CSAT) and Net Promoter Score (NPS) are no longer enough to provide a comprehensive view of the customer experience. Here are some evolving approaches to customer experience metrics and measurement: Customer Effort Score (CES): The CES measures how easy it is for customers to do business with a company. This metric focuses on reducing the amount of effort a customer needs to exert to get what they need from a business. A lower CES score indicates a better customer experience.
Balancing personal data privacy and customer experience is a critical challenge for businesses in the digital age. While customization can enhance the customer experience, it must be done in a way that respects individuals’ privacy and obtains their informed consent. Here are some considerations to strike the right balance: Transparency: Be transparent about the data you collect, why you collect it, and how you use it. Clearly communicate your privacy practices through easily accessible privacy policies and terms of service.
Gaming and gamification are increasingly being used by businesses to enhance the customer experience and drive engagement and loyalty. Gamification is the use of game mechanics and design in non-gaming contexts, such as marketing, to motivate and engage people. In the context of customer experience, gamification can take many forms, including loyalty programs, rewards, leaderboards, and challenges. Here are a few ways businesses can use gaming and gamification to enhance the customer experience:
Designing for on-the-go interactions is crucial in creating a positive mobile customer experience. Mobile devices have become an integral part of our daily lives, and people expect seamless and convenient interactions with businesses through their smartphones or tablets. Here are some key considerations and best practices for designing a mobile customer experience that caters to on-the-go users: Responsive Design: Ensure your website or mobile app is optimized for different screen sizes and resolutions. Responsive design allows the interface to adapt to various devices, providing a consistent and user-friendly experience across smartphones, tablets, and other mobile devices.
In today’s digital age, social media has become an integral part of our lives, with people spending an average of 2.5 hours per day on social media platforms. For businesses, this presents a unique opportunity to connect with customers and build relationships. Social media allows companies to engage with customers in real-time and respond to their needs and concerns, making it a powerful tool for enhancing the customer experience. To leverage social media for engagement, businesses should start by developing a social media strategy that aligns with their overall business objectives.
Predictive analytics is a branch of data analytics that uses machine learning algorithms and statistical models to analyze past data and predict future outcomes. When applied to customer experience, predictive analytics can help businesses anticipate customer needs and deliver proactive solutions to improve customer satisfaction. By analyzing customer data such as purchase history, browsing behavior, and social media activity, businesses can gain insights into customer preferences, interests, and pain points.
Blockchain technology has the potential to revolutionize customer trust by providing enhanced security, transparency, and data integrity. Here’s how blockchain can contribute to securing data and building transparent relationships with customers: Immutable Data Integrity: Blockchain’s key feature is its immutability, meaning once data is recorded on the blockchain, it cannot be altered or tampered with. This ensures the integrity and reliability of customer data, reducing the risk of unauthorized changes or data breaches.
As technology continues to transform the way we interact with businesses and organizations, it is important to remember the value of human touch in the customer experience. While technology can provide convenience and efficiency, it cannot replace the emotional connection that comes from human interaction.
In a tech-driven customer experience era, businesses must find a way to balance the benefits of technology with the personal touch of human interaction. This can be achieved by:
The Internet of Things (IoT) has the potential to transform customer experiences by creating connected experiences. By integrating IoT devices and data, companies can collect real-time information about their customers, their preferences, and behaviors. This data can then be analyzed to provide insights that help companies create personalized experiences that meet the unique needs of their customers. One way that IoT is enhancing customer experiences is through smart homes and smart devices. By connecting appliances, thermostats, and other devices to the internet, customers can control and automate their homes and daily routines.
Emotion AI, also known as Affective Computing, refers to the use of artificial intelligence (AI) and machine learning (ML) technologies to understand and respond to human emotions. By analyzing facial expressions, voice tone, text sentiment, and other behavioral cues, Emotion AI systems can detect and interpret emotions to enhance customer interactions and experiences. Here’s how Emotion AI can be used to understand and respond to customer emotions: Emotion Detection: Emotion AI systems can analyze various data sources, such as facial expressions captured through video or images, voice tone and intonation, and text sentiment, to detect and recognize different emotions.
Data-driven customer insights refer to the process of analyzing customer data to extract meaningful insights that help organizations better understand their customers, their needs, preferences, and behavior. By leveraging customer data from various sources such as CRM, social media, website analytics, and other touchpoints, businesses can gain a deeper understanding of their customers and tailor their offerings to meet their specific needs. Data-driven customer insights are essential for delivering personalized customer experiences and enhancing customer satisfaction.
Omnichannel customer experience refers to the strategy and approach of providing customers with a seamless and consistent experience across multiple channels and touchpoints. It aims to create a unified customer journey where customers can interact with a business through various channels, such as websites, mobile apps, social media, physical stores, call centers, and more. Here’s how businesses can create seamless interactions in an omnichannel customer experience:
Chatbots and virtual assistants are transforming customer service and support by providing efficient and personalized interactions with customers. These conversational agents use artificial intelligence (AI) and natural language processing (NLP) to understand customer queries and provide relevant responses. Chatbots are often integrated into messaging platforms, websites, and mobile applications, allowing customers to interact with them in a familiar and convenient way. They can provide customers with answers to frequently asked questions, process transactions, and escalate complex issues to human agents when necessary.
Voice assistants and natural language processing (NLP) technologies are reshaping the way businesses interact with customers by enabling more intuitive and conversational interactions. Here’s how voice assistants and NLP are enhancing customer interactions: Hands-Free and Convenient Interactions: Voice assistants, such as Amazon Alexa, Google Assistant, or Apple Siri, allow customers to interact with businesses using natural language commands and queries, without the need for typing or navigating through complex interfaces.
Artificial intelligence (AI) is revolutionizing customer experience by enabling businesses to provide personalized and efficient service and support to their customers. AI-powered chatbots, voice assistants, and other virtual agents are becoming increasingly popular as they can provide 24/7 customer service, offer instant responses to customer inquiries, and help customers solve their issues quickly and easily. One of the main advantages of AI in customer experience is that it can help businesses gather valuable insights about their customers.
Augmented Reality (AR) and Virtual Reality (VR) technologies are revolutionizing the way businesses engage with customers and enhance their overall experience. By blending the physical and digital worlds, AR and VR create immersive and interactive experiences that go beyond traditional forms of customer engagement. Here’s how AR and VR are enhancing customer experience: Enhanced Product Visualization: AR and VR enable customers to visualize and interact with products in a virtual environment.
The rise of personalized customer experiences is a trend that has been fueled by advances in technology and data analytics. It involves tailoring interactions with customers to meet their specific needs and preferences, rather than using a one-size-fits-all approach. Personalization can be applied across multiple touchpoints in the customer journey, including marketing, sales, customer service, and product development. By providing tailored experiences, companies can improve customer satisfaction, loyalty, and retention, as well as increase sales and revenue.