As the greatest disruption of our time continues to impact business everywhere, let’s consider some of the most significant issues predicted to affect the customer experience (CX) field—and what we can already start doing to address them.
1. As world commerce becomes ever more virtual, support needs will increase.
- Whether at home, onsite, or in some hybrid model, workforce capacity, capability, and connectivity must be optimized to anticipate more numerous and more complex needs.
- CX providers must cultivate even further end-to-end expertise in experience design and management, such as journey mapping, analysis, and content improvement.
2. Technology will play a more prominent role in fulfilling needs, though humans will still be crucial.
- CX companies should invest in, build, and demonstrate next-generation solutions, including kiosk support, virtual reality, Internet-of-Things-connected devices, and more.
- CX providers must strengthen their intelligent automation profile in terms of technological advancement, usability, and customer-friendliness.
3. Technology disruptions can’t be avoided.
- Businesses can mitigate risk by diversifying their CX endeavors through reliable off- and nearshore partners, ensuring that support will continue, regardless of disruption.
- CX providers need to press for solid national policies that attract and reward investors, such as tax and real estate incentives, along with infrastructure development.
4. Talent shortage will increasingly become a serious pain point.
- CX companies can find an opportunity to experiment with alternative talent models, like the gig economy and blended IVA+human support, amid quarantine restrictions.
- Offshore providers should utilize scale benefits to create innovation in training, demand–supply matching, career pathing, and the like.
5. Customer perception will be more influenced by goals like sustainability and diversity.
- CX providers can hone niche customer segment expertise, serving the specialized needs of the elderly, technophobic, distressed, and more.
- CX companies can help others and themselves by accessing previously-untapped labor pools, providing a livelihood for single parents, the disabled, and other homebound.
These are just ways businesses involved in CX—which, nowadays, is every business—can adapt to ongoing and foreseeable changes. Are your company and its partners getting in gear?
