Trends that Shape Up the Customer Experience in 2016

A set of predictions that claim to revolutionize the entire customer experience in 2106 has been drawn by one of the global leaders who deal in cloud services for distinct purposes. The report says that approx 89 percent of companies strategize their future plans basis on the customer experience in the year 2016. This seems to be a dramatic boost since 2014 (36%) and in 2015 (58%).

Undoubtedly, most of the enterprises now bringing customer experience in priority and the following trends will surely impact their competitive approach.

customer experienceDigital Workstream Will Help In Breaking Down the Barriers

At present, when customer centricity has become a key player customer relationships are becoming everyone's responsibility. In this new split responsibility one of the major challenges organizations comes across is the several employees associated with the task of handling customer interactions. The need for digital workstreams powered by converged systems is driven by this challenge. These converged systems back customer engagement, communications and collaboration, and the cloud will play a key role. Such digital workstreams will not only assist in clearing up the barriers between the contact center and enterprise, but also between organizations and their suppliers, partners and customers for quicker response times and greater knowledge sharing.

IoT Is Driven from Vision to Reality

The wanton boom in the arena of device connectivity, cloud computing, wireless technology and advanced analytics has driven the Internet of Things from vision to reality. At present, most of the companies report using IoT and they have planning to execute it in 2016. However, it is a matter of great discussion that how IoT is used by companies to advance customer service without building any other siloed channel? Major efforts for connecting IoT platforms to the contact center will be crucial if organizations want to create a smooth customer experience across all interaction channels.

The Increasing Role of Artificial Intelligence

The boom in the use of Artificial Intelligence indicates brighter monitoring measures. Advanced speech analytics that heavily depends on AI, has been used in the contact center for years to keep watch on communications and prompt notifications for interference. The development in the machine learning is fueled by AI advancements more recent. As a matter of fact, the worldwide market for smart machines has showed all the signs to reach nearly $15.3 billion by 2019 at a 19.7% growth rate (2014-2019 CAGR). The learning of machines can assist organizations recognize patterns and forecast customer behavior.

Demand for DIY and Digital Natives

As the impact of millennial on the purchase process brings a boost in the demand for DIY customer service get a great leap. This requirement for more advanced self-service options (think Web, mobile and SMS) has made several organizations striving to offer millennial a true multi-modal experience. Despite these challenges, there are a number of opportunities, especially for small to mid-size companies and start-ups. The best part is these small companies are more agile than the giant companies. In fact, many of them nurture the culture that naturally cuddles DIY—hence, it can take on these strategies faster.

Mobility Matters a Lot

In 2016, the acceptance for mobility has crossed all the barriers, however, customers, citizens and members are quickly anticipating the caliber to get done everything via a mobile. In reality, approx a half of all inbound calls now come from mobile devices. This year, developing apps for mobiles will no longer work as a post script but a mandate forthright. To build an experience will be a major challenge. This experience ensures the context of the communication, which is transferred as customers shift from mobile apps to interactions.


Now, it is quite clear that organizations are making customer communication a mandate, and the trends have been identified are going to play a crucial role as far as the customer experience is concerned. The significance of the trends becomes more vital, especially when enterprises want to stay competitive. It is notable that these trends largely depend on the cloud, big data and analytics. The aforementioned trends will surely take the experience of the user to an entirely different level and will continue to be a key element of any successful customer engagement strategy.

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