In the present digital era, customer experience (CX) is one of the business components that is continuously evolving. There is a higher rise in customers switching brands due to poor service. Therefore, organizations need to cope with the market needs and adapt to the trends.
With a hyper-connected world of real-time experiences and instantaneous responsive feedback, consumers expect things faster than previous times. It can be expected that most organizations will utilize social messaging alongside chatbots to plug this speed gap and deliver satisfying CX. Social messaging delivers full chat functionality, persistent consumer identity, and mobile notifications for highly enticing CX. As consumers prefer controlling their decisions, self-service is also on a high rise. Accordingly, organizations need to utilize self-registration kiosks that raise customer satisfaction and alleviate the pain points for customer-facing employees.
Moreover, having a superior data privacy structure and predictive analytics will play a deciding role in the CX factor in the current business world. Organizations are finding ways to further protect customers’ data by shifting to a cloud-based infrastructure that provides comprehensive data management. While this data privacy delight the consumers, predictive analytics can help marketers optimize campaigns in determining consumer responses and improve operations. In addition, organizations must invest in immersive VR technologies to augment their design thinking and CX. The latest technologies, such as digital signage, VR, beacons, and wearables, can provide unique opportunities to delight consumers with AI-enabled experiences in-store. Today, organizations must focus on delivering omnichannel experiences for a fruitful CX.
To help CIOs navigate through the list of most promising CEM solution providers, our distinguished selection panel, comprising CEOs, CIOs and VCs, industry analysts and the editorial board of CIO Applications Europe narrowed the top 10 CEM Solution Providers - 2020 that exhibit competence in offering productive solutions.
We present to you CIO Applications Europe’s “Top 10 CEM Solution Providers - 2020.”
