Between artificial intelligence, omnichannel and new automated relationship channels, what trends are shaping the future of customer relations? Julien Baillieul, iQo partner and Marketing and Customer Experience expert, shares his vision and key issues for the future of customer relationship management.
3 key issues for the future of customer relationship management
1/ Data collection :
The amount of customer data collected by companies has exploded in recent years with the proliferation of relational channels and CRM tools. This trend is set to become even more pronounced in the years to come, with data being collected in real time.
Data-driven hypersonalization will enable a seamless, individualized customer experience, whatever the point of contact (in an omnichannel approach).
Companies will have to aim for "Zero Customer Effort" via interfaces using connected objects, virtual reality or augmented reality.
79% of brands believe that the future of customer experience and customer relations lies in real-time data collection and analysis.
2/ Personalized immersion
Data-driven hypersonalization will enable a seamless, individualized customer experience, whatever the point of contact (in an omnichannel approach).
Companies will have to aim for "Zero Customer Effort" via interfaces using connected objects, virtual reality or augmented reality.
60% of consumers expect to be using these immersive technologies by 2025.
3/ Artificial intelligence for greater immediacy
Artificial intelligence and Machine Learning will revolutionize customer relationship management by automating the processing of customer requests in real time.
Waiting times can thus be eliminated without compromising on the personalization and quality of the customer service provided.
By 2030 67% of customer will be handled by intelligent machines.
To find out more about Customer Experience
Vivatech 2021: 5 startups to enhance the customer experience
Discover the 5 startups we spotted in the fields of marketing, customer experience and customer relations at Vivatech 2021. These
Fidélisation client : les clés pour réussir sa stratégie
Along with lead management, customer loyalty and retention are two key elements of any effective marketing strategy. In an increasingly competitive environment
10 keys to an efficient marketing organization
In both BtoB and BtoC markets, the marketing organization and its perimeter must evolve to cope with the rapid and continuous changes in their environment: A
