The Future of Customer Experience: Personalization, Omnichannel, Predictive Analytics, and Emotional Experience

In today’s fast-paced world, customer experience has become a top priority for businesses looking to stay ahead of the competition. As we head into 2023, we can expect to see a few key customer experience trends taking over the industry.

Personalization is one of the most popular ways to create a great customer experience. In 2023, businesses will increasingly turn to technology to enable mass personalization at scale. Customers are willing to pay a premium for products that are customized or personalized, and businesses are responding by creating exclusive products and services that cater to individual tastes.

Another key trend is the shift towards an omnichannel customer experience. Customers today have multiple touchpoints to interact with a business, and they expect a seamless journey between each channel. By mapping the customer journey, outlining strategies to engage customers, identifying preferred channels, and delivering a consistent experience throughout the journey, businesses can create a cohesive customer experience. Singapore Airlines is one example of a brand that has successfully implemented an omnichannel approach to customer service.

Predictive analytics is also becoming increasingly important in the customer experience landscape. By using data to predict customer needs, generate future insights, and optimize marketing campaigns, businesses can deliver personalized service and recommendations to customers. Predictive analytics is projected to reach a global market of $10.95 billion by 2023.

Finally, emotional experience has taken center stage in the customer experience arena. Emotions play a crucial role in developing customer attachment to a brand. By measuring emotional experience through the entire customer journey using the Emotional Value Index (EVI®), businesses can identify customer pain points and root causes more effectively. By focusing on creating positive emotional experiences for customers, businesses can build a lasting client base. To learn more, read about EVI® and Emotional Experience

In conclusion, the future of customer experience is all about personalization, omnichannel, predictive analytics, and emotional experience. By focusing on these key trends, businesses can create a competitive advantage and deliver outstanding customer experiences that drive growth and loyalty.

Why Emotions Are the Most Important Part of Your Customer's Experience

You might think that price is the most important factor when it comes to buying a product. After all, people are always looking for the best deal. However, what's really driving customer experience? Emotions! Emotions are the key drivers that ultimately determine whether we buy or not.

Emotions comprise the most vital part of the customer experience: Everything from customer satisfaction to the willingness to recommend is tied to them. Furthermore, once we’ve decided to buy, we choose which company to do business with based on the experience and emotional drivers behind it.

Emotions are the key drivers that ultimately determine whether we buy or not. They comprise the most vital part of the customer experience: Everything from customer satisfaction to the willingness to recommend is tied to them. Furthermore, once we’ve decided to buy, we choose which company to do business with based on the experience and emotional drivers behind it.

Above all, customers want to be heard and their emotions are tied to it - they need to feel understood by the brands they do business with. Also, we have noticed that emotion is almost twice the better predictor of business value and sales than customer satisfaction. Research by Harward business school shows that emotions are a +50% higher impact on revenue. This said, understanding your customer emotional base is becoming crucial for your business's success.

Emotions are what make us buy things. You might want to buy something because you feel happy or sad. Emotions comprise the most vital part of a customer's experience: Everything from satisfaction to willingness to recommend is tied to them. Additionally, once we’ve decided to buy, we choose which company do business with based on the experience and emotional drivers behind it.

For a long time, we have lived in a world where product and price lead purchase decisions have been the mainstream. But during the past 20 years, this has completely changed. Emotions are now the main driver of purchase decisions. Emotional experience is what determines whether we buy or not and, once we’ve decided where to buy and how much to spend - even though we don't necessarily notice this decision ourselves.

The world has changed - there is no denying it. Emotion drives purchase behavior, and if you want to make money in today’s marketplace, it is imperative that you invest in understanding emotional experience now! If your company isn't measuring the emotional response of customers or prospects, this article should be a wake-up call for getting started. There are many ways to measure how people feel about your brands--but taking the time to assess their emotions will pay dividends when it comes to making sales. We offer an easy way for companies of any size (and budget) to incorporate emotion measurement into their marketing plan through learning more about the emotional frameworks.

Take a look at our free EVI® resources or additional content at our blog!

-J

FREE Webinar: 7 Steps On How To Build A Successful CX Program

We all understand that the customer needs to be at the center of any successful company’s strategy. But making it happen in practice is more complicated and nuanced in today’s world, especially with multiple players in an organization. Executing and building a successful CX program can be a hassle if you don’t know where to start. Well, don’t worry, we’ll present an easy 7 step formula on how to build a successful and thriving CX program and culture. PS! With industry-leading case studies.

Join us on December 16 for our educational webinar with award-winning CX professional, Jaakko Männistö. He is the founder and CEO of Feedbackly, and co-founder of CX Forum and CX academy. He is also the author of the CX handbook, The Journey. He is also a researcher in the area of utilizing AI tools to build better customer experiences.

In this webinar you will learn:

• Why is it so important to build a solid CX program?

• What are the most important building blocks of a thriving CX program?

• How to get started in practice on building your own program?

Running time: 45 min
Date: Wednesday, December 16th
Time: 11 AM EST / 8 AM PST / 6 PM EET

PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!

>> Save your free seat here

About the speaker:

Jaakko Männistö

Jaakko is a founder and the CEO of Feedbackly, a co-founder of the CX Forum and the CX academy, and the publisher of the CX handbook The Journey. He is also a published researcher in the area of utilizing AI tools to build better customer experiences. Jaakko is an award-winning Customer Experience Professional who has been featured on the Forbes 30 Under 30 list of rising CX stars.

www.feedbackly.com