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Contact Center Modernization: 5 CX Trends for 2021

By Special Guest
Steve Bederman
September 28, 2021

The year 2020 witnessed both an increase in businesses and a broad stop in the economy, which may appear strange at first glance. As a result of this paradox, both companies and the general public have faced challenges and suffered losses. However, it has also spurred a wave of innovation and ideas that have turned the status quo on its head and accelerated digitization in order to meet changing customer needs in a relatively short period of time.

The customer experience (CX) has shifted drastically in recent years, affecting both businesses and their customers. Some upgrades that were not previously deemed important have now become necessary in order to fulfill consumer requirements, and in the case of some businesses, in order to withstand the changes.

Companies have been forced to adapt new models in record speed in order to keep up with these significant shifts. In addition, they have demonstrated remarkable flexibility in responding to the changing demands of their staff and consumers. And it will only continue to do so in 2021.

The complete retail experience with omnichannel

In 2021, Omnichannel will play a significant part in the retail industry; the long-awaited phygital is here, and it is the priority of retailers of all sizes, with accomplishments that will be perfected further down the line. The stakes are now higher than ever for this industry since most customers would not return to a business if they have a bad buying experience, whether in-store or online.

However, several reasons will contribute to the rise of omnichannel this year. The introduction of 5G, in particular, with the installation of new data gathering technologies in physical shops, will allow retailers to better know their consumers. To reinforce the consumer journey, shops will increasingly employ digital signs, such as presenting information from their social media and users favorite products on each channel. This implies an omnichannel that drives shops to develop full experiences rather than just show their items.

That’s where the "pay by link" plays a big role, a payment method that entails paying in an easy and secure manner regardless of channel used by customers. Furthermore, there is no requirement for an e-commerce site since merchants can sell their store's merchandise even if they are closed, and the consumer receives a payment link by Facebook, WhatsApp, e-mail, or other means. It is evident that a physical store alone is no longer sufficient. Now all communication and buying channels are engaged to provide a complete experience!

As you can see, Omnichannel will be the major trend in retail in 2021, and will be further consolidated in the future of contact centers. In that regard, our NobelBiz Omni+  cloud contact center solution enables a true Omnichannel experience with a 360-degree view of the customer buying journey. All while building solid customer knowledge and meeting clients’ needs across all communication channels.

Personalization is more vital now than ever before

Customers clearly want a user-friendly, highly customized experience that is suited to their specific demands and companies are focusing more and more on hyper-personalizing the client experience in 2021.

After all, clients want to feel valued throughout the customer experience, therefore they expect a proactive and relevant communication strategy. Furthermore, 60% of customers anticipate tailored offers and discounts depending on the products they have purchased.

Companies must unify and segment their data effectively to ensure that customer care employees have access to clients data. This data segmentation allows adapting information to each customer profile. Because client profiles may shift rapidly, it's critical to have software that allows the use of data in real time.

On the other hand, analytics make the difference-In order to justify ROI, analytics must be simple to comprehend, quickly available, and provide meaningful and actionable data. It's a waste of effort if your analytics don't give useful information!

Price and convenience are no longer important considerations in influencing purchase decisions because the majority of buying experiences are dependent on how a customer feels while dealing with a company.

The rise of artificial intelligence

Artificial intelligence (AI) has fundamentally transformed how businesses connect with their customers. Companies may better understand their clients by utilizing AI, which increases revenues and improves customer loyalty. As the usage of chatbots and virtual assistants grows in 2021, this customer experience trend will gain even more traction.

AI-powered chatbots are self-learning tools that play an important part in building a relationship with the consumer. As they are able to respond to consumer demands immediately because they understand their needs, which leads to better interactions. But the true value of Chatbots is when they decrease the effort of agents by automating the most basic support, enabling them to focus more on more complicated inquiries.

The chatbot industry is expected to reach $4 billion by 2024, as more businesses employ them to simplify their customer support operations.

Greater openness in data usage

One of the most significant aspects in understanding how a business is viewed by its customers is its transparency about data gathering and utilization. Customers are worried about the data they supply and how it will be utilized: who will use it, where it will be used, and how.

Customers have grown hesitant to provide their data as the number of scams and frauds has increased. Large quantities of data are transmitted during talks, and customers want firms to be more transparent on this issue.

When you ask your consumers for information, there is no need to be secretive since they have the right to inquire about their personal information and what you do with it when they give it to you. For example, if you gather data to deliver a customized experience or for other objectives (without the goal of abusing it), you must do it in a transparent manner. This will not only enhance communication with consumers, but it will also boost the credibility of your business. In 2021, customers want companies to provide a seamless and enjoyable experience.


Author: Steve Bederman 

Bio: President and CEO at NobelBiz™ My motto in both life and business Is Make a Promise, Keep a Promise! About 40 years ago, during my first day as a manager I lost half my sales team. Now, after helping several companies from the Computer and Network Security industries grow, I have gained a reputation of a renaissance business leader.

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