The customer experience is undergoing dramatic change, with disruptive technologies such as artificial intelligence and augmented reality playing a key role. Customers also have more options than ever before for purchasing a product or service – granting them an unprecedented level of power. Only companies that offer an efficient, positive, and memorable customer experience will achieve customer satisfaction and success. However, many useful technologies are only in their infancy and have plenty of untapped potential.
It is now up to you to use and develop the innovative technologies at your disposal to offer an immersive and personal customer experience. And the tools are there to be used. The focus now is to offer a seamless and streamlined customer experience. Surprisingly, this may actually be achieved by removing obsolete aspects of commerce, such as brick-and-mortar stores or call centres. However, these aspects of customer care won’t be left behind. They will be revolutionized and may be replaced by technologies such as virtual reality. But first, you need to understand the most prominent customer trends – both at present and by planning for the future.