For years, we’ve all said that the future of customer experience lies in new technologies. Time has taught us that this statement was a bit reductive.
Now digitized, companies need to rethink the relationship they have with their customers more than ever. The question is no longer which technology to use, but for what purpose. If the year 2022 will have been the year of the arrival of digitization of activities, the year 2023 will be the year of intelligence for the benefit of the customer.
Gamification, a new era of customer and employee experience
Traditional performance measures are now ineffective. And especially now, when remote work models prevail. Therefore, companies need to recreate a team spirit with a virtual network of co-workers and think of a way to manage performance that generates more engagement, motivation and productivity. It is in this context that gamification and performance management come into play. This method will make it possible to create a more engaging employee experience by changing the way in which KPI, as well as their management. An operation’s key success indicators will be better understood by teams. This change should be made regardless of the employee’s position, as long as he has to deal with customers. In 2023, companies will also be able to use this gamification of data to personalize their approach to performance management, skills development and thereby improve the customer experience.
Metaverse, a customer support channel
of metaverse it is no longer a distant fantasy of video game or science fiction fans. While it may seem off-topic to some industries, the Metaverse is increasingly aimed at the general public. Universities now devote courses devoted to the concepts of Web3, as well as NFT or blockchain. Retailers are optimizing their digital environments to enter the metaverse by creating an innovative brand experience.
Take for example Nikeland, the virtual world created by Nike, where fans can interact with each other, test products and take advantage of promotions. To date, 7 million people have already visited Nikeland as of November 2021. As part of the customer experience, all companies should view the metaverse as an evolving customer support channel. While preparing for the metaverse may seem premature for most companies (as was the adoption of social networks, messaging or video applications), however, it should not be missed. Waiting for the metaverse to mature makes no sense. Businesses need to start thinking about strategies to incorporate it into their connected experiences today – allowing them to interact digitally.
The talent shortage will become permanent
With more than one in five French people aged 65 or over by 2030, companies must organize now to anticipate the impact this aging population will have on the workforce. Starting this year, they adjusted their HR models to deal with talent shortages that started well down American and then imposed on France.
Next year we will see the emergence of more and more digital models, transversally. Interactions have gone digital, companies must be able to adapt by accepting a reduction in their workforce. And this is where new technologies come in. Far from the accepted perception of technology being the enemy of employees, it should be an asset up companies’ sleeves, helping them manage additional workloads by centralizing and simplifying the simplest tasks. Automating these tasks can also allow customer services to highlight relevant information and thus adapt in real time.
Employee welfare, a key issue
Work-life balance will be even more crucial next year for attracting and retaining talent. They are looking for positions, guaranteeing them real flexibility in managing their work. This development can take many forms: an organization entirely in remote work, hybrid or with à la carte schedules… Employees should be able to adapt their work schedule to their personal life, and not the other way around. Additionally, companies should make allowances to reduce stress in the workplace.
Working in customer support during an inflationary period means coming into contact with anxious and demanding customers and it can be particularly anxiety provoking. Technology helps agents provide better responses and better customer support. This will particularly include content created by a artificial intelligence. Technology is finally able to optimize agents’ tasks, avoiding the simplest and most boring tasks, especially thanks to self-service functionalities. Agents have more time to devote to more complex tasks as well as training.
Customer experience will become a strategic asset
Certainly at the center of activities, customer service is not seen as essential to the vitality and performance of organizations. However, companies that have made the strategic choice to put customer experience at the center of their roadmap are already seeing the benefits. Take the example of banks. A recent study by FT Longitude established a link between the economic success of a financial institution and the quality of the customer experience. According to this report, 61% of banking executives say that expectations for customer experience continue to rise! A reality in the banking sector, which can also be transposed to other industries. In today’s experience economy, companies can no longer afford to neglect their relationships with their customers. Whether it’s attracting and retaining customers and employees, improving brand reputation or achieving financial goals, experience matters!