3 ways technology can level up your customer experience.

Imagine a world of five-star reviews, loyal customers, and endless referrals. Making your customers happy should be your top priority: delivering exceptional experiences is not just a goal—it is part of your vision and at the very core of your strategies. Luckily, modern-day technology is here to help. In this blog, we will talk about three ways technology can improve the way your customers see and interact with your company.

Powerful digital products.

In the quest for fiercely loyal customers technology is your secret weapon. It is the magic ingredient that transforms how your customers see and connect with your brand. With technology, you can personalize experiences, provide round-the-clock support, and whisk your customers away on virtual adventures. The key is to find the technology that help you create value for your customers every step of their journey.

When we talk about digital products we mean technological solutions that you develop and provide to your customers in digital or online formats. It can be anything from mobile apps, and software applications to chatbots.

Different touchpoints may require different digital products. That's when a Digital Experience Platform (DXP) comes in handy. These platforms, like Salesforce and Optimizely, will help you to manage all of your experience across all of your channels. In this article, we will take you through 3 ways technology can help you elevate your customer relationship. Let's explore how they can get you to five-star reviews and undisputable NPS scores.

1. Personalization through data analytics

Imagine having an in-depth understanding of your customers' behavior and preferences, like a trusted friend: enter data analytics. By collecting and analyzing large volumes of data, you can get insights into how your customers interact with your brand. From their browsing habits to purchase history, every digital footprint tells a story. Allowing you to turn data into personalized experiences. 

To bring this concept to life, let's take a look at some real-world examples. Amazon, for instance, is renowned for its recommendation engine, which suggests products based on your browsing and purchasing history. Netflix, too, leverages your data to curate personalized recommendations, enhancing your viewing experience. Clothing retailer Stitch Fix uses analytics to provide you with personalized clothing selections chosen by stylists, based on your individual preferences and fit. 

To use the full potential of your data, your business must have three critical elements in place. First, ensure that you have access to quality data sources that are accurate and comprehensive. Second, make sure you have people in your team – hello data scientists – who are superstars in turning data into actionable insights. And third, invest in a technology infrastructure that can handle the volume and complexity of your data, that is scalable and secure. With these prerequisites in place, your business can start to discover what personalized experiences you can create for your (future) customers. 

With digital products, you can personalize experiences like a trusted friend, provide round-the-clock support, and whisk your customers away on virtual adventures.

2. Seamless customer support with AI and chatbots.

When it comes to customer satisfaction, responsive and efficient customer support is a fundamental element of exceptional experiences. This is where AI-powered chatbots step in as your 24/7 support dream team. They are like tireless customer service representatives that never sleep. These intelligent bots can handle a variety of tasks, from answering frequently asked questions to swiftly escalating complex issues to human agents. In our fast-paced world, customers expect quick resolutions, and your ability to meet this expectation can make or break your brand's reputation.

AI-driven customer service solutions are a strategy embraced by forward-thinking businesses across the board. Take the airline industry, for instance, where chatbots are used to provide travelers with instant flight information, boarding passes, and assistance with rebookings. Similarly, in the e-commerce space, companies like eBay use AI-powered chatbots to help users find products, track orders, and handle customer inquiries.  

To successfully deploy chatbots in your business, two essential requirements come to the forefront. First, you need to have a clear understanding of your customers' needs and pain points. This knowledge will help you design interactions that resonate with your audience. Second, you need to invest in development and integration capabilities. This includes both the technology and the skilled professionals who can fine-tune the chatbot's performance over time. Now, we'd like to ask you: what's the first thing you would ask your chatbot?

3. Immersive experiences with AR and VR.

In the digital age, creating immersive customer experiences has reached new heights, thanks to augmented reality (AR) and virtual reality (VR). Augmented reality overlays digital information and enhances the real world, while virtual reality immerses users entirely into a digital environment. These technologies enable you to take your customers on an interactive journey beyond their wildest expectations.

The versatility of AR and VR knows no bounds. Tommy Hilfiger let’s you try on their new collection virtually. IKEA's AR allows you to visualize how their furniture will in your home before making a purchase. International hotel chain Marriott offers VR experiences that take you on virtual tours of exotic destinations, encouraging bookings. And real estate, company Zillow's AR provides you with detailed property information when you point your smartphones at houses.

Implementing AR or VR experiences into your customer journey requires careful planning and execution. First, you need a deep understanding of your target audience and their preferences. This will make it easier to create experiences that add value and resonate with them. Second, ensure you and your customers have access to the necessary hardware and software to take part in the experience. This includes headsets, development tools, and platforms for content creation and deployment. Lastly, a robust infrastructure capable of handling AR/VR content delivery is essential, as these technologies can be data-intensive. Before diving in, ask yourself: do you have a clear audience understanding, the right tools and a reliable infrastructure in place to leverage the power of AR or VR for your customers?

It starts with strategy.

Crafting exceptional customer experiences through technology begins with a well-defined strategy tailored to your unique vision. Staying competitive in today's landscape means embracing innovation and technology at every turn, ensuring your business not only thrives but leads in delivering extraordinary customer satisfaction.

We are more than happy to explore strategies and help you with picking the right digital products for your ultimate customer experience.

Matthew Dixon

The Effortless Experience.

This book, by Matthew Dixon, shows the science behind customer loyalty and provides insights on how to create effortless customer experiences that drive satisfaction and retention.

The CX Podcast.

The Customer Experience podcast explores various aspects of customer experience, featuring conversations with experts, business leaders, and authors.

Lean UX.

Lean UX by Jeff Gothelf gives you insights into how to integrate UX design into your agile design processes, promoting collaboration and efficient product development.

Ready to upgrade your experience with technology?

Meet Matthijs, he is our digital dare devil.