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What New Paths Will Companies Take to Shape the Customer Journey in the Years to Come?
As the time-honored adage puts it, ‘a journey of 1000 miles
begins with a single step.’ These days, the journey a customer takes when
engaging with a company may be far more geographically limited but usually
starts with a lot more steps. The ever-evolving customer journey incorporates
varying interactions and experiences that take place on different touchpoints:
a website visit for research, a call with a sales rep or chat with an agent, a
conversation on social media or online review site, an inbound call, and even
an in-store retail encounter.
It has become more important than ever for a business to take
advantage of every possible resource to understand its customers: their wants,
needs, and expectations, their thoughts and opinions and feedback and
expectations. Building this knowledge will enable companies to deliver the
highly personalized customer experiences that are becoming more crucial all the
time in an increasingly competitive marketplace where consumers are offered a
constantly growing array of options.
Given access to vast resources of data and technology, the
customer journey today has morphed dramatically from where it was even five or
ten years ago. And every company’s success depends upon combining the right
technologies with the agility needed to effectively manage all the interactions
that take place on every channel along the way.
Gazing into the future, which often-predicted developments
will come to pass? Will the migration to the cloud finally encompass all
businesses and make service more responsive? Will messaging ultimately surpass voice
as the communication channel that is most compelling for businesses and
consumers alike? Will digital transformation extend its reach deeper into the contact
center environment to better leverage profile data, more closely examine customer
feedback, and measure sentiment? Will customers expect greater availability of
agent support that involves the use of screenshots, photos and video? And how
will the growing use of AI-powered solutions progress, both in terms of those
that provide more effective self-service options and those that support the
development of more highly specialized agents?
Of course, no one can foresee every possible path the
customer journey will take in the coming years, but CX and contact center
executives and managers have an opportunity to get a cogent vision of many of
the most important changes in an upcoming complimentary roundtable webcast on
CrmXchange. On Thursday, December 5, at 1:00PM ET, NICE Nexidia and RingCentral
will team up to explore “Smooth
Customer Journey- Predictions for 2020 and Beyond.”
Ken Brisco, Senior Product Marketing Manager, NICE Nexidia,
who is responsible for establishing the scope and message as well as the competitive
advantages of NICE’s Customer Journey Optimization Solutions within the CX
space will be joined by RingCentral’s John Finch, AVP PMM, Customer Engagement,
an executive with an extensive background in developing strategy for global
customer engagement. Among the topics
they will cover are:
- How AI-driven analytics can boost customer loyalty and
retention
- The importance of measuring quality across all channels
- In what ways bots
are best able to collaborate with humans
- How macro to micro-level journey
analysis drives deeper insights into customer engagement
Register
now for this insightful look into which near-future developments may change
the way your organization helps to orchestrate the customer experience. If you
are unable to attend on December 5, you can access the recorded version
approximately 24 hours after the live presentation.