7 Customer Experience Trends for 2019

author: MedUX

7 Customer Experience Trends for 2019

The future of the Customer Experience has arrived, and 2019 looks like a promising year for the customers!

From automation tools to prescriptive data analysis, companies are looking for better ways to satisfy their customers. More and more companies realize the impact and value of a Customer Centric strategy for their business.

During 2018 many Customer Experience trends emerged and strengthened, but which new trends are coming up this year? In MedUX, we have an eye on the Telecom Industry trends that will hit this 2019 and should be closely watched over the next year:

1. Customer Experience for business objectives

Customer Experience continues to be key for the enhancement of companies’ objectives. Delivering a relevant and reliable Customer Experience (CX) is crucial to business performance and it is a key competitive differentiator. Plus, CX data has an important role in developing a superior Customer Experience, and this information will allow to predict future customer behaviour and anticipate customer needs.

Businesses should execute a clear and cohesive Customer Experience strategy, as customers are essential to any business. In this regard, MedUX, as a global reference in QoE measurement and analysis, helps telecom companies to improve their technical and business strategies by getting a global, real-time view of the Quality of the Service (QoS) Users’ Experience.

 

2. Personalization towards a global view of the market scenarios

To offer a high-quality service and build engagement with customers, companies should understand who each of their end-users are individually, which activities they do in their daily life and how they do it. Customers have a better experience when the company knows them, anticipates their needs and get ahead of any issue that put their retention at risk.

With the right technology, companies can meet the customers and personalize the services to enhance the value of proprietary aggregated QoS and QoE information and boost their Customers Experience.

However, it is also important to understand not only one’s customers insights, but also the competitors’ Quality of Experience, and thus have a global view of the market. Thanks to this global view, businesses can access the perception of their customers and competitors to identify opportunities, solve problems and differentiate their business. Their actions and decisions will also cover the needs of the market.

 

3. Machine Learning and Predictive Analytics

As the volume of customers’ data continues to grow, the use of Machine Learning will continue to increase towards developing deeper levels of Customer Intelligence, which will be crucial in making customers’ data actionable.

Using Machine Learning combined with new data sources is leading to an augmentation of the customer profile and an increased understanding of how and why customers behave in a certain way, as well as driving data efficiency.

Thanks to Machine Learning, businesses can optimize and uncover new statistical patterns which form the backbone of Predictive Analytics. Predictive Analytics allows to analyze structured and unstructured data, captured in the past or in real-time, to reveal key trends and correlations while also predicting the likelihood of events, such as outcomes or customer churn.

Predictive Analytics users are able to establish timely and accurate insights into customer behaviour, and in the end, customers are the lifeline of any business.

 

4. Cloud strategy

To adapt to the growth of digital channels, SaaS solutions in the Cloud have become essential for managing customer services and pursuing digital business models that drive revenue growth.

According to IDG Cloud Computing Study 2018, 77% of enterprises have at least one application, or a part of their business computing infrastructure based in the Cloud. Among the benefits perceived: a greater flexibility to react to changing market conditions and more speed for IT service delivery.

The evolution of cloud technology has pushed some companies to move more aggressively to use Cloud-based solutions, and many companies are becoming aware that SaaS is an essential part of their digital transformation.

MedUX is a SaaS company, and our solution is 100% cloud-based. The MedUX CLOUD processes the information in real time (nRT) before it is presented in MedUX ANALYTICS PORTAL, helping our clients to focus on their business.

 

5. Digital transformation

We are continually exposed to digital transformation. Companies are evolving to a digital business model by implementing technology strategies, changing organizational structures and processes, and innovating to provide a unique Customer Experience.

In fact, 89% of IT businesses have plans to adopt or have already adopted a digital-first business strategy, according to IDG Cloud Computing Study 2018. Plus, delivering an excellent Customerxperience as measured by Customer Satisfaction scores defines success as a digital-first business.

Artificial Intelligence, Machine Learning and the Internet of Things are the top three techniques that enterprises are researching today to be efficient and differentiate through Customer Experience.

 

6. Artificial Intelligence

Artificial Intelligence (AI) creates an absolute 360-degree customer view, bringing customer data to life. AI helps to identify actionable customer insights that drive business decision-making. From defining their CX strategy and approach to customer inquiries and combinations of channels AI allows to identify how to engage with different segments of customers.

 

Through AI, companies have a powerful way to get the most out of Big Data, make more accurate predictions of users’ behaviour and personalize experiences to customers in real-time. Also deploying AI effectively will automate workflow processes, saving time and resources.

Companies using technology fueled by AI are making data more valuable and are improving the way they connect with their customers.

 

7. GDPR and data ethics

GDPR has raised the bar on obtaining and using customers’ information, and companies are developing different strategies to get customer consent. Plus, GDPR regulations require not only customers’ consent for companies to acquire their personal data, but also companies reveal how are they using such information.

This pushes companies to focus on the Customer Experience, making strategic business decisions to protect information and meet the needs of their customer base. GDPR also gives businesses the opportunity to boost customer engagement.

In 2018 data ethics emerged as one of the priorities for leading businesses. Now, the demand for corporate data ethics and greater data responsibility is increasing. This means an opportunity for businesses to rebuild customer trust and ensure ethical data use and ethical data practices.

 

This 2019 will bring many opportunities for Telecom companies to take their CX strategy to the next level! MedUX considers all these and many other market trends to verify real User Experience to improve our clients’ satisfaction.

MedUX continuously measures Quality of Experience as perceived by end-users. By modelling end-user behaviours and delivering the Information as a Service (IaaS), our clients can understand their Customers’ Experience and how their service performs. This way, they can leverage Customer Experience, anticipate the performance of their services and act in advance.

MedUX believes in the power of QoE Analytics to help to create Customer Value by improving end-users Quality of Experience, because customers are the key for telecoms business!

 

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