Customer experience is more important than it’s ever been before and this has led to the development and widespread use of new technology solely for the purpose of providing a better experience for customers.
More and more organisations are making customer experience a priority and this, along with the rapid pace of technological development, means that the future of customer communication will probably look very different than it does now.
So what can we expect to see in the world of customer communication in the future? According to Scott Draeger from GMC Software, over the next decade or so we can expect the following:
- Ultra personalisation. Customers will be able to receive contextually appropriate messages at the exact right time thanks to the development of greater personalisation.
- New devices made possible by the Internet of things. We could see customers receiving messages through their clothes, glasses, cars or other personal items instead of just through phones, tablets and computers.
- Communication will get faster. While we might think today’s technology is fast, that’s nothing compared to how things will be in the future. With expected developments in processing technology it won’t be long before today’s fastest devices look like dinosaurs in comparison.
- Robots and other services will manage the information that customers receive, and that organisations send. This will free up time for customers and also mean that organisations can use their resources more effectively.
- Communication will be useful, but not intrusive. Filtering technology means that messages which are not valuable will be filtered out and only the relevant ones will get through. Organisations will need to tighten up their act and make sure they are sending messages that are useful and relevant to their customers if they want them to be received.
While many of these changes will relate to technology in general, they all can and probably will be applied to customer communication technology and practices. Customer experience is already becoming a focus for many organisations and this is only going to increase in the future.
The decisions you make for your organisation today will have a direct impact on how well you are able to meet your customers’ needs in the future. By keeping up to date with the latest technology and where we are headed in the future you can make decisions now that will stand your organisation in good stead as these changes happen.