With the COVID-19 vaccination drive under way in full swing, businesses are getting back on track and reshaping their strategies. Yet it will take months or perhaps even years for businesses to normalize as they were in pre-COVID times.
Due to the COVID-19 outbreak, social distancing and remote working became the new normal. People preferred online shopping to avoid crowded places and curb the spread of the virus. Now, with vaccinations available, people can once again walk into physical stores but they are now habituated to a variety of options to engage with brands.
According to a report by McKinsey, 90% of executives agree that the global pandemic will radically change the business landscape in the coming five years. Therefore, organizations must reevaluate and redesign their service departments. Let’s take a look at a few predictions on what customer experience will look like in 2025.
predictions on what customer experience will look like in 2025.
A world of automation
Since the pandemic hit, people were left with no choice but to take service into their own hands. In 2020, customers expected rapid solutions and were completely fine exploring it by themselves. So, self-service automation will play an integral role in the future of service. It’s a sign of the times and shows how people now interact with the brands.
CX innovators are working hard to build tools in order to automate every possible process to boost customer satisfaction, spending, and loyalty. Both front-end and back-end automation must derive data-driven insights in real-time in a way that customers prefer to be serviced.
Contact center agents won’t stay forever
The year 2020 has changed the business ecosystem drastically. The pandemic has forced businesses to come up with innovative ways to engage with customers and provide deeper, more connected, and personalized service experiences. Doing so requires a mindful transformation from the conventional contact center agent to something better and more impactful. This doesn’t mean that the service agents are of no worth. Instead, this shift is meant to understand the crucial and irreplaceable part they play in the industry.
CX innovators are evolving the idea of the “agent” in order to focus on more complicated relationship building. They will implement AI-powered insights to deliver quick contextual responses and suggestions. Furthermore, digital assistants – also known as virtual agents – can skillfully help businesses with workflow, skills, knowledge, and effective data management with an aim to provide customer data ensuring a home run with every interaction. Experts say the designation of ‘contact center agent’ might make it to 2025 but the roles and duties will have a new look altogether.
Technology innovators will win the customer service market
In 2020, businesses identified the innovators and those that were quite resistant to speedy changes brought on by the COVID-19 crisis. Some organizations were already living in the digital age even before the pandemic hit whereas some businesses were forced to adopt digital technology. Unfortunately, many service centers continued to remain stagnant throughout the pandemic. Now, technology innovators are trying to build a stronghold in service automation, building the company’s most extensive and strongly integrated digital service toolsets. They are also developing tools specifically designed for frictionless implementation and organizational ability, and a lot more.
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