{"id":7779,"date":"2022-04-11T06:24:00","date_gmt":"2022-04-11T13:24:00","guid":{"rendered":"https:\/\/zightwebprd.wpengine.com\/customer-experience-biggest-trends-2022\/"},"modified":"2024-01-04T03:10:51","modified_gmt":"2024-01-04T11:10:51","slug":"customer-experience-trends","status":"publish","type":"post","link":"https:\/\/zight.com\/blog\/customer-experience-trends\/","title":{"rendered":"15 Top Customer Experience Trends in 2023"},"content":{"rendered":"\n

Have you ever wondered why some businesses thrive and grow while others struggle to retain customers<\/a>? The answer often lies in how they handle one crucial aspect: customer experience (CX).<\/p>\n\n\n\n

Think about it – when was the last time you chose to stick with a brand or service? Was it because of their product alone, or was it the overall customer engagement and experience<\/a> that made you feel valued and understood? Today, you’ll find the market is too competitive, so more than just offering a good product or service, you also want to improve the quality of experience you provide to your customers.<\/p>\n\n\n\n

This is important because a stellar customer experience can turn a one-time buyer into a lifelong advocate for your brand. It’s the difference between a customer who buys once and forgets and one who becomes a vocal champion of your business, spreading the word far and wide.<\/p>\n\n\n\n

But achieving this level of customer experience isn’t just about being friendly or having a good return policy. It would be best to create a seamless, engaging, and personalized journey for everyone interacting with your brand. Every touchpoint matters, from the first click on your website to the after-sales support.<\/p>\n\n\n\n

Let’s look at the best customer experience trends you can implement in 2023 and beyond. But first:<\/p>\n\n\n\n

What Are Customer Experience Trends?<\/h2>\n\n\n\n

Customer experience trends are evolving strategies and technologies you can use to enhance how customers interact with your brand. They focus on personalization, seamless omnichannel engagement, and leveraging AI for more competent service. Embracing these trends helps you create memorable, efficient customer journeys that will eventually lead to business success.<\/p>\n\n\n\n

Let’s talk about the best 14 below!<\/p>\n\n\n\n

1. Asynchronous Video for Customer Support<\/h2>\n\n\n\n

Asynchronous communication transforms customer support, offering an efficient alternative to live chat<\/a>. Despite live chat’s popularity, with 41%<\/a> of customers preferring it, 21%<\/a> of businesses fail to respond to these requests, impacting customer engagement and business success.<\/p>\n\n\n\n

Asynchronous video communication<\/a> with screen recordings<\/a> and webcam videos<\/a> addresses this gap. It allows interactions with customers without needing a simultaneous online presence. You can use Zight for asynchronous communication<\/a> to ensure 24\/7 connectivity and prioritize customer convenience.<\/p>\n\n\n\n

With this approach, your customers can articulate concerns at their convenience, eliminating the frustration of repeated interactions. It also enables your customer service teams to provide detailed, thoughtful responses for better support quality.<\/p>\n\n\n\n

2. Agent Empowerment<\/h2>\n\n\n\n

Agent empowerment in customer experience is a crucial trend that focuses on equipping customer service representatives with the tools, information, and authority they need to assist customers effectively.<\/p>\n\n\n\n

Plus, even with AI and automation integration, human agents remain essential in guiding customers. Empowering these agents involves providing them with the following:<\/p>\n\n\n\n