2018 will be a year full of challenges and opportunities, and new technologies will continue to proliferate rapidly. which highlight blockchain, machine learning, robotics, artificial intelligence, and shop wireless technologies as the primary tools companies will choose to support their digital transformation journey .
IT and CX in 2018
Organizations pursuing a CX strategy will enhance the user experience exponentially. By leveraging omnichannel, they will offer customers an even more connected experience, while artificial intelligence will support sales staff by relieving them of repetitive tasks.
Among the trends identified by Dimension Data for 2018, we find a widening gap between organizations committed to transforming their CX and those lagging behind. Furthermore, not all companies are able to manage omnichannel , which remains a major challenge, especially given that organizations have a choice of nine he writes these efforts afforded the industry channels through which to interact with customers, a number set to increase to 11 in the next six months or so. The heterogeneity of user interaction preferences and the need to meet all specifications by ensuring all channels interact with each other are two other factors that further complicate the situation.
Among the current trends in CX is IoT,
which allows contact centers to collect and analyze data from millions of transactions. Many organizations are leveraging this technology to accelerate the trend that Dimension Data calls ” proactive customer experience ,” aiming to provide personalized content, up-to-date dynamic intelligence, and integrated proactive communications.
Automation, artificial intelligence, and machine learning are some of the most significant investments companies will face in 2018, creating a hybrid workforce : people and machines spam data will combine their respective strengths and compensate for each other’s limitations to enhance the user experience. This approach is particularly important for organizations to maintain the “human touch” while moving away from mass services and toward personalization.
Finally, Dimension Data anticipates increased use of wireless beacon technologies —which allow mobile devices to activate downloaded applications within a specific area—to elevate the user experience to new levels. Already used in the retail sector, this technology allows stores to track customers in real time and send them increasingly timely and personalized messages and content.