The team at numero highlight five customer experience management trends in 2014.
Displacement across social media platforms
Peer-to-peer communications channels like WhatsApp and Snapchat have seen a huge increase in users, most notably from the teenage demographic. Look to see consumers becoming increasingly displaced across the social web in 2014. As a result, be prepared to see more organisations offering customer service across multiple niche platforms.
Increase in mobile and tablet use
Mobile shopping reached record levels in 2013. Expect to see more and more consumers shunning traditional devices in the New Year as tablet and smartphones replace PCs and laptops. This trend means that organisations need to be more aware of their mobile presence, offering apps and services especially tailored for the wireless audience.
Increased emphasis on social customer service
2014 will see the continued growth of social media sites for customer service as more shoppers turn to Twitter and Facebook for their product enquries and complaints. Expect to see consumers favour those organisations that place an emphasis on effectively responding to enquiries via social media.
Linking online and offline touchpoints
More organisations will link their online and real-world offering in 2014. Look for retailers to provide more touchpoints in-store (touchscreens and free WiFi access) as organisations try to turn in-store browsers into online buyers.
Bespoke customer service
Expect larger organisations to make further strides in applying personal data to their customer service; recommending products and contact centre representatives based on previous interactions and purchases. 2014 will see more organisations use big data to offer targeted promotions and products following correspondence in the past.