Client experience 2025: the forecast

“Please hold the line or call back later” as a standard automated response from the past is not working anymore. Today, ensuring maximum comfort for the client becomes essential for any business communication. The clients do not want to wait anymore, they want it right now. And if the company cannot give it right now, it is the business that should call back. They expect to be called by their name and offered exactly the thing they need. 

Sounds like a new normal for 2021 marketing. And the client demands keep growing. The clients prefer ready, comprehensive solutions, and the best experience, which is at least as important as the products and services. How to differentiate your products and make them unique? What would the client experience look like in 3 years? Let’s try to look in the future and find the answers. 

• Automated and digitalized

The pandemic showed that people are ready to do everything by themselves — with the help of the Internet, of course. For example, the USA’s Reddit became the unofficial platform for the unemployed experience exchange. Facebook was full of Q&A about COVID symptoms and treatment, and Google and YouTube have registered huge amounts of requests related to routine life, health, and medicines. This means people search for quick answers, and self-service search works the best here. 

Other examples: the education system used automated learning and testing systems during the pandemic, and it worked. City authorities implemented automated systems for garbage collection. Hospitals installed the e-line systems, and more. Automation becomes the symbol of the new reality. And talking about the closest future, automation and digitalization would surely affect the way we communicate with brands. 

Client experience innovators try automating everything they use: it helps enhance client satisfaction and loyalty, lower expenses, and build better interaction. To ensure you do exactly what the client needs, the interaction process must be based on data. And data-based information requires backend and frontend automation. This is what Gartner means by claiming that the self-service future fully depends on automation, controlled both by the business and by the client. 

Automation and digitalization are easier than it seems to be: MD Cloud gained an expertise in analyzing the needs of the business and offering the tools for automation to change the game.

• Digital experience goes first 

Over 70% of the client experience lifecycle will happen in a digital environment. This includes not only the company’s website, but a huge variety of customer touchpoints: marketing responses, order configuration, payment, and feedback. 

Z-gen people (6 to 24 y. o.) build the biggest part of today’s clients. Almost half of them (38%) are employed and building their careers. Offering client services, ask yourself, what adds the most value to the client experience of this segment? The answer is digitalization. THe Z-gen is the first truly digital generation almost “living” on the Internet. They exchange a lot of information, read feedback, and compare goods and services, but still want to get what they have chosen with a simple touch of an “Order” button. 

Working generation Z wants the same: job stability, opportunities to grow, and to earn more. But there is a difference compared to the previous generations: Z-gen is ready to risk. They are ready to be responsible for their decisions while understanding that their work can be creative. For example, contact center operators can change the style, skip the script, and risk trying new things to get more. This means, that the amount of touchpoints grows, and the client behavior, as well as the employee strategy, might be a bit unpredictable. 

This means that businesses will need to deliver an emotional experience that enhances the lives of customers, supporting them on their journey to become better individuals. By offering these experiences, companies can reach the best result in digital client communication. 

• Hyper-personalization to reach the goals 

Big data analytics will be used more to understand the future rather than report on the past. They would be able to create hyper-personalized experiences that predict customer needs and serve them the best. 

By 2025, personalization would shift from predictive to prescriptive, which means that big data will not only tell us more about our clients but with the help of AI would tell us, which steps we should take to win the client’s attention. Clients will feel closer to companies, the loyalty will grow as the business’s experiences would match their values. 

• Radical transparency 

“Anytime, anywhere”: this strategy has become popular as the Internet evolved. By 2025, we think this strategy will include an “anything” element as well. Clients demand the full transparency of businesses about their products, services, or practices. The most popular request from the clients is expected to be “show me, how it is done”. 

Seamless access to the details of company work will help customers understand the product history, value, and quality. The opportunity will enable clients to build relationships with the most trusted businesses. Consider Youtube and other social media to distribute this kind of information and integrate it into the communication models related to Z-gen. 

• Innovators will take the first prize 

As we can see from the various crisis experience, the rigid businesses not ready to change lose a lot, but the ones open to the new opportunities, thrive even more when the crisis begins. Today’s technology innovators not only win by implementing the latest models in an agile and quick way but also help other businesses grow.  

Talking about 2025, a lot will change. But one thing would stay the same: the world becomes more and more dynamic. And to stay in the market and raise the bar, businesses must ensure that they are agile enough to accept the changes and to use them for bigger development. 

Enter the future together with MD Cloud

MD Cloud is a global IT consultant aiming to help companies develop faster to keep up with the future requirements. We use all of the tools mentioned in our work and ready to offer services that will help your company grow and develop, being the first among your competitors. Reach out right now to get a consultation or request a demo of the latest automation tools.