Top Ten Customer Service & Customer Experience Predictions
We are in a strange time. For the past two and a half years, we have experienced one hurdle after another. It started with the pandemic, moved into supply-chain problems that merged with employment issues, and to top it all off, we’re experiencing a rough economy. While the difficulties hit some industries harder than others, every company or brand has had to show a level of nimbleness and flexibility to stay ahead, if not just stay in business. Some companies figured it out, and some are still finding their way. Regardless, the following predictions could give you some food for thought on how to navigate the next year and beyond.
1. Customers Will Be Smarter and More Demanding Than Ever
2. Companies Will Focus as Much — Maybe More — on Employees Than They Do On Customers
3. Customers’ Expectations of the “Basics” Continue to Rise
4. Personalization Gets More Personal
5. Some Companies Will Make the Mistake of Cutting Expenses In the Wrong Place
6. Customer Support On the Phone Is Not Dead
7. Self-Service Is More Popular than Ever
8. More Companies and Brands Will Stand For Something Important
9. Customers Want to Do Business With Companies and Brands They Can Trust
10. The Customer Support Department Becomes Revenue Generation Department
If I had to sum up my predictions for the future of customer service and CX, I might use another old saying: The more things change, the more they stay the same. Yes, you need to provide your customers with modern convenience and technology that they have come to expect and rely on, but the basics are basics for a reason. Customers will always want to be treated well, be treated like individuals and feel a real human connection.
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