2019 was a big year for big data, big technological ideas and a bigger focus on applying the right metrics to customer experience.
Our annual analysis of the Sitel blog shows that the industries and business sectors most popular with our readers over the course of the past 12 months are retail, health insurance, utilities and automotive.
As the first sector to really feel the force of disruption, retail has become the gold standard for what is possible when technology is properly leveraged to help businesses deliver an enchanting customer experience. Its investments in artificial intelligence, robotic process automation (RPA) and big data and analytics are already coming to fruition, resulting in genuine return on investment for those organisations who haven’t forgotten that a differential CX comes from combining technological and human capabilities.
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What people say about an organisation can have a huge impact.
“We have a whole economy built around experience sharing,” says Page. “We know of course in seconds a bad experience can be shared and go viral and life becomes very interesting.”
Businesses need to make sure it’s easy for customers to share good experiences by understanding the triggers that make people want to share, but just as important is to consider experience-sharing from the employee perspective.
“Understanding the motivations of the people who work for us is hugely important,” Page explains. “As human beings, we want to be part of something bigger. So how do we provide that?”
“The main transformation is that, with the many developments in technology and automation, customer expectations are higher and the companies that are not ready to transform at this pace will be left behind.”
Read Pedro’s story here.
But what will be trending in 12 months’ time? What will be the hot CX topics of 2020 and what will forward-looking organisations need to keep top of mind to stay top of the pile? To discover the latest innovations and the best ways to align these breakthroughs with a holistic approach to serving the customer on the customer’s terms, look no further than our annual client conference – Empower CX 2020. This year it’s being hosted in sunny San Diego, California on June 23 and 24.