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Connected Customer Experiences: New Innovations For Digital Engagement

Customer experience is evolving at a faster pace than ever before. With consumers demanding quick, seamless branded experiences, what was innovative a few years ago, could be obsolete today. 

Savvy start-ups are shaking up the customer experience by focusing on digital-first approaches. They’re drawing in customers by creating a smooth user experience that consumers expect from brands today. 

Businesses and marketers need to recognize the benefits of launching new initiatives that tap into innovative technologies to deliver fast and friction-free customer experiences to stay ahead of the competition.

Here are three digital innovations creating next level connected customer experiences:

Reaching customers 24/7 with chatbots

Your customers want to be able to reach you 24/7 with ease and expect you to deliver a high level of personal experience right from the first “hello.”

51 percent of customers say they need a business to be available 24 hours a day, 7 days a week.

Savvy businesses are integrating chatbots into popular messaging systems and apps to be where their customers are 24/7. 

Chatbots bring together data and machine learning to create a tailored, conversational customer service experience for your customers. 

Through chatbots, you’re able to:

  • Be available 24/7
  • Create a private, trusting environment for customers to ask questions and voice concerns
  • Connect with your customers on the channels and apps they’re already using

Mattress company, Casper, created the innovative chatbot Insomnobot-3000, available between 11 pm and 5 am to chat with insomniacs about anything from pop culture to fashion trends. The bot’s purpose is not on sales but solely on building customer connection and adding personality to the somewhat dull world of mattresses. It’s a genius way to use chatbots and AI to collect data, understand their customers better, and add in brilliant brand connections at the same time.

Tap into customer preferences with AI

What if you knew what made your customers happy? Or what causes them to react in a less than positive way? Artificial Intelligence (AI) brings customer data to life using machine intelligence to filter through, analyze, learn and decode big data in ways that humans can’t. Machine intelligence is the latest evolution of AI, focused on combining learning and the interpretation of big data.

Imagine if you could build a holistic story of every customer – their needs, wants, and expectations – how much could you improve your brand experience? 

With machine intelligence, you have the power to:

  • Create personalized experiences for every customer in real-time
  • Make accurate predictions of buying behavior and market trends
  • Use big data more effectively

You would have the ability to enhance how you connect with your customers consistently. 

Companies are using AI to enhance the customer experience every day; AI powers product pricing on Amazon, movie recommendations on Netflix, fraud detection on credit cards and more. 

73% of organizations have already invested or plan to invest in big data.

The Internet of Things (IoT) enables faster customer insights

The Internet of Things (IoT) is used to describe connecting any device to the Internet (or each other) – such as cellphones, wearable devices, washing machines, fridges, and virtually anything else you can think of that can connect to the Internet. Because the IoT is a giant network of connected things (which includes people), relationships exist between people-people, people-things, and things-things.

In today’s digital world, the IoT allows us to live smarter and efficiently; it’s the reason we can keep a watchful eye on a pet alone at home, adjust our home’s thermostat, or track our health with wearable tech that suggests lifestyle changes. Because of this interconnectedness, each device reports valuable data back to the manufacturer which enables more effective customer service, support and provides a better understanding of customer usage for future product development, marketing efforts, and relationship nurturing.

Today, you’re able to collect data across the entire buyer journey, which is invaluable.

The IoT can transform your business into a truly customer-centric company. One where you’re able to acknowledge customer needs proactively, engage where they are, solve issues quickly and deliver a customer experience that goes beyond your customer’s expectations.

By 2025, the IoT has a total potential economic impact of $11.1 trillion a year.

All of these innovations offer a powerful potential to reinvent the customer experience and create deeper, more meaningful connections with customers. 

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