Customer experience is all set to replace competitive prices as the topmost priority for brands to attract consumers.
Brands today realise that people are willing to pay more in exchange for great shopping experiences. Heading into 2022, brands will adopt technology like virtual and augmented reality to offer customers immersive experiences on virtual platforms. The focus will be on enhancing CX to build brand trust among consumers.
The increasing popularity of wearables is set to support these kinds of virtual integrations. AI-powered automation like chatbots and voice assistants will find their way to customer service to better resolve customer queries.
Along with automation, 2022 will see brands investing in personalisation. For instance, businesses will prioritise practices like personalising email headers, identifying customer intent and offering solutions specific to consumers’ issues.
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[7 minute read]