What Customer Experience Will Look Like In The Near Future

By Tikiela Mims

Customer experience has transformed radically since start of the 20th century. From the Industrial Age to the Information Age, we are now living in the Age of the Customer, and business leaders have no choice but to leverage new technologies to keep up with increasing consumer demands.

This tech has become the catalyst for improving the customer experience and changing customer expectations. To help you and your business, here is a look at the what the customer experience will look like in the near future.

Business Will Be Mobile-First

Because of the advances in technology, the use of mobile and smartphones is constantly on the rise in the workplace. This means all businesses must treat mobile as the primary mode for customer engagement – both now and in the times to come. How convenient is it to order items from your mobile device from Amazon, Apple and others?

According to Gene Alvarez, managing vice president at Gartner, “By 2020, 40% of sales organizations will rely primarily on mobile digital technology for their sales force automation initiatives.”

So, if you haven’t yet adopted a mobile-first mentality, now is the time. It could be as simple as eliminating wait times for your customers by sending out emails instantly when they input a new order, or generate a new invoice. This can be done with Commercient’s IoT Pulse, which connects your ERP to over 815 apps. Supported ERP’s include QuickBooks, SYSPRO, Sage products, NetSuite and others. You can also connect with Gmail, MailChimp, marketing apps, CRM systems, invoicing software, and much more.

If your sales team needs key customer data, invoices and history, inventory, serial numbers, and more, from over 85 supported ERPs, be sure to check out Commercient SYNC, the #1 data integration platform for sales. Your sales team will be able to see this information from within your CRM, without needing to access your accounting system.

The Use Of IoT Will Increase

Not only will business be mobile first, but also the use of IoT (Internet of Things) will increase in the near future. Gartner believes that the number of IoT devices installed worldwide will hit 20 billion by the year 2020. It’s because IoT technologies can significantly improve business processes and automate daily tasks.

Tools like IoT Pulse allow you to collect detailed data about how individual customers use your products and gain insight about them, which in turn enables you to design products and create campaigns that increase conversions. See how IoT Pulse works, and keep in step with what the future will bring.

AI Will Dominate

The future will deliver customer relationships that take place without human interaction, according to Gartner. This will make the customer experience quicker, smoother and more consistent. In fact, robots will take care of basic customer care, while humans will remain indispensable for more advanced forms of advice that need a human touch.

Already we see AI at work in programs like Google Maps and Spotify, ridesharing apps like Uber and Lyft, and smart personal assistants like Siri and Alexa. And the developments in AI technology are expected to continue to grow over the coming years, with many non-technical organizations choosing AI and machine learning as their main focus.

As AI-enabled technologies can help you learn more about your customers, it will enable your marketing team to create messages for each stage of the customer lifecycle, thus improving customer satisfaction. It’s a trend you don’t want to miss out on.

Are you ready to improve your customer experience with our integration apps Commercient SYNC and IoT Pulse? Please contact us today!

IoT Pulse connect ERP to the Internet