Our Predictions for CX in 2030: AI + Humans
The future of ecommerce customer experience (CX) is set to undergo a remarkable transformation, reshaping how businesses interact with their customers. Driven by advances in technology, changing consumer behaviors, and evolving market dynamics, these transformations will set the stage for a new era of CX - one that is more personalized, data-driven, and interactive.
In this blog post, we'll explore five key trends that are set to redefine the CX landscape for ecommerce businesses by 2030. From the rise of conversational experiences and the synergistic relationship between AI and humans, to the empowering shift towards customer autonomy, the ephemeral nature of data-driven experiences, and the embracing of omnichannel customer journeys, we'll delve into how these trends will shape the future of customer engagement.
The Rise of Conversational Experiences: In a world where immediacy is king, customers are looking for interactions that are quick, personalized, and hassle-free. No channel better epitomizes this trend than social messaging, which saw a whopping 40% rise in inquiries last year. By the dawn of 2030, we predict that customers will be able to communicate with businesses as seamlessly as texting a close friend, heralding a new era of conversational service.
Consider the real-life use case of a popular online retailer that has integrated a conversational AI into its platform. If a customer has an issue with an order, they can simply start a conversation in real-time with the AI to get immediate help, drastically reducing waiting times. Not only would the AI acknowledge and answer the customer’s request to re-route a shipment to a new address, it would also call on APIs from FedEx or UPS to execute the address change. Such experiences not only satisfy the customer's immediate needs but also engender loyalty and long-term engagement. And, of course, these actions can be executed with less labor intensive (i.e. expensive) work.
AI and Human Collaboration: The symbiotic relationship between humans and artificial intelligence is poised to revolutionize customer service. Current applications of AI have proven highly effective in automation, recommendation, and predictive functions. By 2030, AI will become the first point of contact in the majority of customer interactions, leaving humans to handle complex topics and ensure personalized quality interactions for escalated issues.
Imagine an e-commerce company using AI to automate routine tasks like order status queries or processing returns, leaving their customer service reps free to handle complicated situations requiring empathy and nuanced understanding. Additionally, AI tools can augment human capabilities by providing insights and data in real-time, thus enhancing decision-making abilities and fostering personalized interactions.
Imagine an online seller with hundreds of thousands of customers worldwide. The brand employs AI to handle a significant portion of its frontline customer interactions, like dealing with common billing inquiries or guiding customers through simple troubleshooting steps. However, the true potential of AI is realized when it's used in tandem with human agents to deliver exceptional customer service.
Consider a scenario where a customer contacts the brand to discuss a recurrent issue with their internet connected device. The AI, having automated the process of gathering essential details such as customer identification and problem description, transfers the call to a human agent for further resolution. The agent, at this point, has all the basic information they need, saving both the customer and the agent valuable time.
Simultaneously, the AI runs a real-time analysis on the customer's product usage data and past issues. It determines that the customer is a heavy user and has faced similar connectivity issues in the past. The AI suggests to the agent, based on these insights, that the customer might benefit from an upgraded subscription plan with more robust features and priority technical support.
Armed with this data-driven recommendation, the agent can make an informed decision and propose the upgraded plan to the customer, explaining how it could alleviate their recurrent issues. The customer appreciates the personalized approach and proactive solution, leading to a satisfactory resolution and a more profound (and more profitable) customer relationship.
This scenario shows how AI can not only automate routine tasks but also provide critical insights to human agents in real-time, enhancing their decision-making abilities and fostering a more personalized interaction with customers. It represents a future where AI and humans work together, offering the best blend of efficiency, personal touch, and data-driven personalization.
The Shift Toward Customer Autonomy Powered by AI: In the evolving landscape of customer service, one of the most significant trends we're witnessing is the shift of power to the customers. This new age of customer autonomy, facilitated by AI, enables customers to direct their service experiences based on their preferences and expectations.
AI is the game-changing technology that's making this transformation possible. It allows businesses to provide personalized and prompt service, putting the customers in charge. From choosing when and how they interact with businesses, to personalizing the type of support they need, customers are no longer passive recipients of service but active participants in their customer journey.
For instance, let's examine a company selling connected smart home devices online. Here, customer service needs to cater to a wide variety of customer types, ranging from tech-savvy users to those new to smart home technology. Thanks to AI, this company could provide an intuitive, self-service portal equipped with smart recommendations, guided troubleshooting, and real-time support.
A customer could initiate a support request at their convenience, specify the problem, and even choose the type of support they want - be it an AI-powered chatbot for quick resolutions or a human expert for more complex queries. The AI could also learn from the customer's previous interactions and preferences, thereby offering more personalized support each time.
Additionally, the same AI technology can power a dynamic community forum where customers share experiences, offer advice, and find solutions to common issues. This not only offers a sense of empowerment to customers but also provides invaluable user insights for the company to enhance its products and services.
By 2030, AI-enabled customer autonomy will be the standard, with businesses flourishing based on how well they leverage AI to put power back into the customers' hands. Companies that not only acknowledge this shift but also proactively integrate AI to enhance customer autonomy will lead the customer service revolution.
Navigating the Future with Data-Driven Personalization: The world is moving towards a future where data is no longer a static entity to be stored but a dynamic, ephemeral resource that drives customer experiences. As we look ahead to 2030, businesses will rely on instant access to the right data at the right time to create incredibly personalized experiences. In doing so, they will challenge the traditional notion of a data record, transitioning towards a model where customer data is accessed as needed, respecting customer privacy.
Let's consider the example of an ecommerce brand that designs, manufactures, and sells digital health and wellness solutions. This could range from fitness trackers to personalized nutrition plans, all powered by data collected from their users. To truly stand out in the crowded digital wellness market, this brand must offer personalized experiences based on real-time user data.
For instance, imagine a customer who uses the brand's fitness tracker and subscribes to their personalized nutrition plan. The brand could use AI to access the customer's real-time health data - with their permission - such as workout frequency, calories burned, sleep pattern, and dietary intake. This data, instead of being stored, is accessed and analyzed in real-time to provide dynamic recommendations.
If the customer has had a particularly active week, the AI might suggest a higher calorie intake for the following week or recommend a rest day based on their sleep patterns. The customer can even ask the AI questions about the recommended plan. For example, a customer’s question might be “How can this eating plan be modified to accommodate the kid’s birthday cake I’ll feel obligated to eat this Saturday?”. Such real-time, data-driven personalization enhances the customer's experience by making the product feel tailored specifically to their needs.
By 2030, this ephemeral approach to data will be the norm, with customers granting businesses access to their data. Data will become a tool to deliver highly personalized experiences, enhancing customer satisfaction while maintaining strict privacy standards.
Embracing Omnichannel Customer Journeys: As we look towards 2030, one trend that’s poised to significantly shape the customer experience landscape is the evolution of omnichannel customer journeys. With advancements in technology and changes in customer behavior, businesses are recognizing the need to engage customers seamlessly across various touchpoints – online and offline.
As we've noted, customers are gaining autonomy, shaping their experiences, and demanding personalization. These trends underscore the need for an omnichannel approach where businesses meet customers where they are, maintaining a consistent and personalized dialogue across multiple channels, be it social media, email, customer service hotlines, or in-store interactions.
Take an ecommerce brand that offers digital health and wellness solutions, for instance. Their customers might discover their products through a social media ad, research their offerings on the company website, read reviews on a third-party site, and finally make a purchase through a mobile app. After the purchase, they might engage with customer service via email or phone for support.
In this journey, every interaction with the brand across different channels is a part of the overall customer experience. By adopting an omnichannel approach, the brand can ensure a seamless and consistent experience across all these touchpoints. For instance, if a customer adds a product to their cart on the website but doesn't complete the purchase, they could receive a personalized reminder on social media or via email.
Moreover, with the integration of AI, the brand can gather data from these various touchpoints to gain a comprehensive understanding of the customer's preferences and behaviors, further personalizing their interactions. For instance, an AI system can analyze a customer's browsing pattern, product interactions, and previous purchases to recommend products that align with their needs.
By 2030, we expect an effective omnichannel strategy, underpinned by advanced AI and data analytics, to be a defining characteristic of successful businesses, offering customers an integrated and personalized journey that meets their evolving needs.
Parting Thoughts
The future of AI-driven customer experience is a synthesis of technological advancements, data-driven personalization, and empowered consumers. It's an exciting time for both businesses and customers as we move toward a more connected, interactive, and responsive ecosystem.
Want to learn more about how AI can enable better experiences for your customers and reduce your support overhead? Schedule a free consultation to evaluate a potential fit with Rush Order’s AI + human driven solutions.
