Customer Experience: Trends to Watch for in 2021

Category: Artificial Intelligence, Business, IT staffing and consulting

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett

Businesses continue to vie with each other in the competitive market place through emerging trends to delight their customers and increase their profitability. Let’s look at some of these new trends that can create a lasting impact in terms of customer loyalty by optimising customer experience. 

Assess Customer needs

Business leaders need to assess  the customer profiles and redefine them based on the customer needs and expectations. Deployment of design thinking and data driven analytics helps in pre-empting customer demands resulting in innovation of new products. The prototype created by quantitative research and ethnographic studies can be used to identify customer trends and patterns that help in building robust business cases for determining the most treasured customer experience. Digital transformation in business strategy helps in developing a road map for leveraging the capabilities of digital technologies like AI and responding proactively to the dynamic needs and requirements of customers. 

Companies are constantly reinventing themselves for speeding up their plans to deliver superior product offerings and becoming more digitally accomplished by revving up the prioritized experiences. C level leaders need to focus on valuable insights and feedback provided by agents, customer service teams to develop a robust customer experience strategy for customer retention and growth. The think tank needs to review their ROI on a regular basis based on customer insights with a sustained focus on building trust and revenue generation. 

Adopt Omnichannel Startegy

Stepping up omnichannel strategy will result in deepening the customer connection across multiple channels and helps in understanding the choices and customer behaviour. Engaging the customers through web, voice, e-mail channels would help in staying seamlessly connected across the customer journey and having personalised interactions with them at every touch point. This provides a sustainable advantage by streamlining customer services for building long term customer relationships. Resolution of customer queries based on priority would help in eliminating the pain points resulting in better customer satisfaction scores. Reimagining customer experience helps in transforming customer interactions into personalised experience resulting in heightened brand loyalty and advocacy. 

Customer choices and preferences

Businesses need to focus on predictive analytics for maintaining a competitive edge and customer retention. It also helps in understanding the potential threats and flight risks by identifying the key factors leading to churn. Customer choices and preferences can be understood based on product feedback and products can be tailored to suit the customer interest. Predictive analysis also helps in managing the operations better by deploying the right amount of resources for handling customer traffic based on volume teen. The usage of integrated data lakes and customer data platforms helps in identifying customer interventions and provide enhanced end customer experience. 

Training

Employees need to be provided proper training for handling customer interactions effectively and be passionate about serving their clientele.  Empowering the employees and rewarding them for positive outcomes will go a long way in boosting their morale that keeps them motivated for developing customer centric vision and delivering customer excellence. 

Conclusion

We at Newlineinfo Corp have a customer centric team committed to providing top notch services to our customers through digital transformation and innovation. 

VR set to transform Learning on the Job?

Category: Business, IT staffing and consulting, Mobile

“Productivity depends on many factors, including our workforce’s knowledge and skills and the quantity and quality of the capital, technology, and infrastructure that they have to work with.”-  Janet Yellen

Businesses have realised the importance of Virtual Reality and the benefits derived from carrying out learning and development of their staff by leveraging on its far-reaching benefits and advantages. VR provides for simulated learning scenarios enabled through usage of mobile telephony, standalone headset and desktops using high end computer devices.

Virtual Reality has become a game changer for companies to engage staff and boost productivity levels through responsive learning and continuous improvement. New technologies like eye tracking software, biometrics and brainwave monitoring have enabled companies to closely monitor the progress of employees and institutionalise scalable modern training methodologies aided by VR for better knowledge retention and enhanced employee engagement at a reduced cost.

Soft skills like public speaking, negotiation, selling and networking hardly find a place in the education system and these enterprise skills are high in demand for jobs requiring client interaction and decision making. VR helps in upskilling the workforce through Integrated learning with traditional methods and provides a platform for learning via simulated environments. VR has made remote learning possible eliminating the need for in-person training without compromising on interpersonal connection. Managers can monitor the performance of employees online and provide developmental feedback to their employees for improvement.

VR helps in simulating spaced repetitions of random workplace scenarios that reduces the employee learning curve significantly. This helps in getting the employees future ready with the necessary skill sets that are transferable and sensitising them in potential real life scenarios with the help of effective learning experience.

VR also helps in identifying talent and reducing the time taken to on board new candidates through smarter recruitments. When a large number of candidates need to be interviewed. VR enables online interaction and helps in assessing the aptitudes and skill levels of the candidates precisely to identify the right candidate within a shorter span of time. VR provides greater flexibility and attracts the talent across the globe through new recruitment strategies like taking a virtual reality tour of the workplace, immersive on the job Virtual Reality job experience, fun filled onboarding process. 

VR technology will also aid the employees interact with their sales prospects and customers effectively across multiple geographies by collaborating them in different time zones that helps in delivering better results. Experiential learning through VR can help employees achieve greater success in customer service through cross selling customisation and product simulation.

Conclusion

We at Newlineinfo Corp constantly strive to deliver customised digital solutions through enhanced employee engagement and Customer Focus.