Five Trends Set To Revolutionise The Customer Experience In 2016

SHARE
THIS



Interactive Intelligence Group Inc., a leader of cloud services for customer engagement, communications and collaboration, shared its predictions for the five trends that will disrupt customer service in 2016 with B&T.

A massive 89 per cent of companies plan to compete primarily on the basis of the customer experience by 2016, which is a dramatic increase since 2014 (36 per cent) and 2015 (58 per cent).

“It’s clear that companies are making customer interaction experiences a priority, and the trends we’ve identified will be critical if businesses want to stay competitive,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO.

“Of note is that all these trends rely heavily on the cloud, analytics and big data. These now form the underpinnings of nearly all things customer experience-related and will continue to be key components of any successful customer engagement strategy.”

1. Customer-Centricity Breaks Down Silos Between the Contact Centre, Enterprise and External Stakeholders

In today’s customer-centric world, customer relationships are becoming everyone’s responsibility. One of the biggest challenges companies face in this new shared responsibility is the number of employees involved in handling customer interactions.

This challenge will drive the need for digital workstreams powered by converged systems that support customer engagement, communications and collaboration, and the cloud will play a key role. These digital workstreams will not only help break down the barriers between the contact center and enterprise, but also between organisations and their partners, suppliers and customers for faster response times and greater knowledge sharing.

2. IoT Expands the Omnichannel Experience

The explosive growth of device connectivity, wireless technology, cloud computing, and advanced analytics has driven the Internet of Things from vision to reality. Today, a full one-third of companies report using IoT, with another third planning to do so in 2016.

But how do companies use IoT to improve customer service without creating yet another siloed channel? Best practices for connecting IoT platforms to the contact center will be critical if companies want to create a seamless customer experience across all interaction channels.

3. Artificial Intelligence: Machine Learning Hits Prime Time

Artificial intelligence has seen explosive growth. Advanced speech analytics, which relies heavily on AI, has been used in the contact centre for years to monitor interactions and trigger alerts for intervention. More recent AI advancements have fueled the growth of machine learning.

In fact, the global market for smart machines is set to grow to nearly US$15.3 billion by 2019 at a 19.7 per cent growth rate (2014-2019 CAGR). Machine learning can help companies identify patterns and predict customer behavior.

Companies will increasingly use machine learning to proactively engage with customers and manage the contact centre in far more effective and intuitive ways, including the use of conversational bots that serve as virtual agents and supervisors.

4. Digital Natives Finally Get Sophisticated DIY Customer Service

As the influence of millennials on the purchase process increases, the demand for DIY customer service has skyrocketed. This need for more sophisticated self-service options (think Web, SMS and mobile) has left many companies scrambling to give millennials a true multimodal experience.

Despite these challenges, opportunities abound, especially for start-ups and small to mid-size companies. These companies are typically more nimble than their larger counterparts – and many foster cultures that naturally embrace DIY — thus can adopt these strategies faster.

5. Mobile Everything

The topic of mobility is nothing new in 2016, but customers, members and citizens are fast anticipating the ability to do everything via a mobile device. In fact, nearly half of all inbound calls now come from mobile devices.

In 2016, developing apps for mobile devices will no longer be an afterthought but a mandate up front. The challenge will be to create an experience that ensures the context of the interaction is transferred as customers move from mobile apps to live interactions.

 

Please login with linkedin to comment

Latest News

Network Ten Creditors Approve CBS Deal
  • Media

Network Ten Creditors Approve CBS Deal

It seems the fight for Ten between CBS and media moguls Lachlan Murdoch and Bruce Gordon may finally be over.

by B&T Magazine

B&T Magazine
MKTG Signs Exclusive Commercial Partnership With PlayersVoice
  • Marketing
  • Media

MKTG Signs Exclusive Commercial Partnership With PlayersVoice

MKTG has announced it has signed an exclusive commercial partnership with newly-launched sports storytelling site PlayersVoice.com.au – an agreement that will see the agency move into a new territory of sports marketing. The partnership between MKTG and PlayersVoice will see the business managing brand partnership opportunities for the new platform; working with clients to deliver […]

Domo Introduces New Data Security Software Solution
  • Marketing
  • Technology

Domo Introduces New Data Security Software Solution

Domo has announced it has introduced new cloud security technology for its Bring Your Own Key (BYOK) software, which includes unique capabilities like rolling generation of data encryption keys and a built-in kill switch. Domo BYOK is the first BYOK enterprise software solution for cloud analytics and business intelligence, and builds on the company’s existing security, compliance and […]

Shopper Media Group Grows Sydney & Melbourne Sales Teams
  • Advertising
  • Marketing
  • Media

Shopper Media Group Grows Sydney & Melbourne Sales Teams

Shopper Media Group (SMG) has continued to grow its Sydney and Melbourne sales teams to keep up with the demand for Smartlite Panels for shopping centres. Ashley Munro joins SMG as group sales manager for Sydney, having previously worked in a similar role at NOVA Entertainment. Laura Mason has been appointed as SMG’s business manager […]

RIO DE JANEIRO, BRAZIL - AUGUST 14:  Usain Bolt of Jamaica competes in the Men's 100 meter semifinal on Day 9 of the Rio 2016 Olympic Games at the Olympic Stadium on August 14, 2016 in Rio de Janeiro, Brazil.  (Photo by Cameron Spencer/Getty Images)
  • Advertising
  • Media

Olympics, Census Prove Tough Hurdles For Media Agencies: SMI

Australia’s media agency market has experienced another tough month in August, according to the latest data by Standard Media Index (SMI). SMI noted the softer demand this time around was primarily due to the Rio Olympics and Census providing abnormal bookings last year, resulting in demand for August 2017 so far being back 12.1 per […]

The Monkeys Takes Over From M&C Saatchi On NRMA’s Creative Account
  • Advertising

The Monkeys Takes Over From M&C Saatchi On NRMA’s Creative Account

Accenture-owned agency The Monkeys has bolstered its client ranks, having been chosen to handle the creative for the NRMA. The Monkeys CEO Paul Green confirmed to B&T that the agency had been appointed to the NRMA account by parent company IAG, which also includes brands CGU and Swann Insurance. M&C Saatchi was the incumbent creative […]

by B&T Magazine

B&T Magazine
A waitress carries beer mugs in the Hofbraeuhaus tent after the opening of the famous Bavarian
  • Marketing

Study: Why No Or Low Alcohol Beers Are Fast Becoming Drinking’s “New Cool”

New research from global market intelligence agency Mintel reveals that over a quarter of consumers in France (28 per cent) and Germany (27 per cent ) agree that low (under 3.5 per cent) or no alcohol beer tastes just as good as full-strength beer. And while younger consumers may have been the most enthusiastic drinkers in previous generations, […]

Engine Group Encourages Queenslanders To ‘Go Local’ In New TVC For State Govt
  • Advertising
  • Campaigns

Engine Group Encourages Queenslanders To ‘Go Local’ In New TVC For State Govt

Brisbane creative agency Engine Group has launched an integrated campaign for the Queensland government promoting the benefits of buying locally and supporting local small businesses. The ‘Go Local, Grow Local’ social marketing campaign celebrates small businesses across Queensland and highlights that small businesses are the lifeblood to growth in local communities. Central to the new […]

Sam Weir, Editor - The Advertiser & AdelaideNow 
 Editorial 
 
 Picture: Turner Matt
  • Media

News Corp Appoints New Editor For The Courier-Mail

News Corp Australia has announced the appointment of Sam Weir (pictured above) as editor of Queensland’s The Courier-Mail. Weir is one of Australia’s most accomplished editors, having edited the Perth Sunday Times and for the last four-and-a-half years, The Advertiser in Adelaide. News Corp Australasia executive chairman Michael Miller said: “I am delighted Sam has […]

Is This The Creepiest Ice-Cream Ad Ever?
  • Campaigns

Is This The Creepiest Ice-Cream Ad Ever?

Look, a terrifying ice-cream ad! And by "terrifying" we really mean Tony Abbott in his sluggos kind of "terrifying".

by B&T Magazine

B&T Magazine
Creatives, Step Up To The CX Plate!
  • Marketing
  • Opinion

Creatives, Step Up To The CX Plate!

Aussie creatives urged to step up to the CX plate! That's the Adobe boss saying it; like B&T would never say try harder.

Opinion

by B&T Magazine

B&T Magazine
InMobi’s Anne Frisbie On Ad Fraud
  • Advertising

InMobi’s Anne Frisbie On Ad Fraud

B&T sat down for a chinwag with InMobi’s Anne Frisbie who thought only half of our questions were poor & unresearched.

by B&T Magazine

B&T Magazine
Facebook Provides More Clarity & Control For Brands
  • Advertising
  • Media

Facebook Provides More Clarity & Control For Brands

Facebook has announced it is taking action to provide more clarity and controls for advertisers. The updates include: Third-party verification Facebook is seeking accreditation from the Media Ratings Council and set a timeline of 18 months to audit, review and accredit Facebook measurement across three key areas: first-party served ad impression reporting; third-party viewability partner […]

Ogilvy Duo To lead Miami Ad School’s 2017 Social Media Boot Camp
  • Advertising

Ogilvy Duo To lead Miami Ad School’s 2017 Social Media Boot Camp

Miami Ad School has announced that Ogilvy’s Alex Watts (head of social) and Jennifer Ngai (lead social strategist), will lead its Social Media Boot Camp in the coming spring term. The 10-week boot camp is an intensive program where students work on live briefs to create fully-executed social media campaigns, and will run from Monday […]

Kim Portrate Calls For Review Of Viewability Standard For Video Ads
  • Marketing
  • Media

Kim Portrate Calls For Review Of Viewability Standard For Video Ads

Kim Portrate, chief executive of ThinkTV, has welcomed a call today by the renowned marketing science academic Professor Karen Nelson-Field for the global advertising industry to review the current MRC viewability standard for video advertising. Speaking at ReThinkTV in Sydney, Portrate said: “Last year we asked Karen to help us understand how TV works. We […]

Streetfighter Media Adds ‘Lettered’, Choreographed Teams To Its Guerilla Marketing Offering
  • Marketing

Streetfighter Media Adds ‘Lettered’, Choreographed Teams To Its Guerilla Marketing Offering

Guerilla marketing company Streetfighter Media has launched what it claims is a world-first offering for marketers. Lettermen is people wearing letters, walking around town and pulling some choreographed moves. They spin, dance, jump, strut around and spell the word like a Mexican wave. A full range of letters and numbers are available with multiples, along […]

Outdoor Player goa Offers Charities To Win Share Of $1m Worth Of Media Space
  • Advertising
  • Media

Outdoor Player goa Offers Charities To Win Share Of $1m Worth Of Media Space

Queensland outdoor media provider goa is once again welcoming applications from community organisations far and wide looking to share their message with South East Queensland via THE goa GRID and THE ICONIC SERIES. Each year, goa chooses a number of community organisations through their Community Partnership Program to partner with and share in a whopping […]

Macpac Chooses Tryzens To Be Its E-commerce Delivery Partner
  • Marketing

Macpac Chooses Tryzens To Be Its E-commerce Delivery Partner

Outdoor apparel and equipment brand Macpac has announced it has selected Tryzens as its e-commerce delivery partner. Tryzens will help Macpac leverage capabilities of the Salesforce Commerce Cloud platform to deliver an enhanced customer experience and provide a robust, scalable platform for international expansion. Mark Jagger, digital marketing manager at Macpac, said: “e-commerce represents a […]

How The New iPhone 8 And NFC Will Change Customer Experience
  • Marketing
  • Opinion
  • Technology

How The New iPhone 8 And NFC Will Change Customer Experience

In this guest post, Geronimo CEO Matt Hunt (pictured below), explains how ‘The Apple Effect’ will complete the ecosystem for NFC marketing. ‘The Apple Effect’: up to 90 per cent of smartphones could be interacting with the physical world through NFC. The same smartphone technology that allows you to use Apple Pay is now going to be […]

Opinion

by B&T Magazine

B&T Magazine
Instagram Introduces Updates To Its Stories Feature
  • Media

Instagram Introduces Updates To Its Stories Feature

Instagram has announced two significant updates to Instagram Stories that will allow users to share stories via Direct and helps brands to create original content for Ads in Stories. The first update will allow users to share stories via Direct, which will make sharing a story as easy as sharing a post from your feed. […]