Feet, Daniel Newman, Daniel Newman, a senior analyst and founding partner of research Futurum search results “the experience of 2030: the future of customer experience” at the conference on the experience of the conversions held on October 21 in Milan, which was organized by the SAS SAS, collecting more than 1,800 participants.
The research found that technologies would be the main motivation behind the development of the customer experience perceived the newly, and brands must rethink the organization of their customers to keep consumers aware of consumer technology’s cutting edge.
Flexibility and automation drive the customer experience:
See the brands surveyed a tremendous shift in the automation of interaction with customers and relationships with them, by the year 2030.
The study predicts that the analysis of smart machines replace humans and is responsible for interacting with customers in two-thirds of cases, with the identification of decisions that are taken during real-time interactions, and decisions on ways to organize marketing campaigns and promotional management.
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According to the study, 67 percent of the areas of interaction between brands and consumers who use digital devices will be through smart devices rather than staff people.
By 2030, 69 percent of the decisions to be taken during the interaction with the customer will be taken by smart devices.
Said Daniel: there are many signs to help growth in the relationship between humans and machines over the next decade, and companies achieve the delicate balance between delivering customer experiences very similar experiences of mankind to a large extent characterized by the consequences of the customer and give immediate results to meet the expectations of consumers.
He added, “form the technical bridge upon which these experiments, where data allow, analysis and learning machines and artificial intelligence to achieve this balance the character more human than the will to satisfy customers and provide higher levels of efficiency for companies”.
Consumers accept on emerging technologies:
See 78 percent of brands that consumers deal currently as they described the uneasiness with technology in museums, while only 35 percent of consumers expressed this uneasiness.
This may be the gap between what you see brands and consumers, they help in restricting the growth of these brands if you are not careful.
Expects to consumers, according to the results of the study, to be receptive to the use of trademarks for the new technologies by the year 2030:
- 80 percent expect to accept delivery of the purchases to them by jets of March or vehicles self-driving.
- 81 percent expect to deal with the chat channels is automatic.
- 78 percent expect to use augmented reality applications or virtual or hybrid to see the product before you buy it.
- 56 percent expect to visit remote locations through devices mixed reality by the year 2025.
- 8 out of 10 expecting to use the intelligent assistant to make a purchase online or checking in smart home.
- 78 percent expect to speak in other devices using their wearable.
Preferably this level of consumer acceptance and anticipation of new opportunities for brands to expand interaction with their consumers, which should not request new capabilities to bridge the gap between consumer technology and marketing techniques, in order to meet the growing expectations of both sides.
Said Wilson Raj, global director of intelligence of the customer base: if you follow the customer during their relationship with a brand requires understanding of their understanding of the logical and elaborate on the extension of coverage of the Infinity that they are going through in those relationships.
He explained that the client wants to remain focus and not forget his wishes and his preferences at the points of contact and interaction that is infinite and across all channels of communication with the brand.
He added, “should be for brands to reinvent their models operational to run quickly, they also need to develop a comprehensive strategy on data that can be modified and customized on a large scale, and analytical customer relationship can be formed adapted to the immediate cure to enable a self-reinforcing cycle of experiences designed to suit the needs of personal customers”.
Emerging Technologies supports the success of the brand over the next decade:
To work emerging technologies developed for the formation of a great deal of the contours of the future, has been asked to study brands about the future technologies that are investing today for the experience of new customers and upgrading their liking, by the year 2030.
Commented Raj by saying: to benefit the buyer of the new emerging technologies and tremendous pressure on the technical needs of private entities dealing with marketing, and this pressure creates the problem of to officials of those entities is to decide your target, it is difficult to take something that changes and evolves constantly, the problem in this lies in that the consumers always expect the possibility of access at any time to the brand and interact with them and get service according to their terms.
According to the study, invest 62 percent of the brands in the helpers virtual creators on artificial intelligence dependent on voice communication to identify strategies for interaction with customers, as one of the assets supporting customers,
While investing 58 percent of them in artificial intelligence-based voice communication as an asset of the enhanced marketing and sales.
In fact the enhanced and virtual, investing 54 percent of the brands in which to help consumers visualize the appearance of a product or a service remote or use them.
And 53 percent of the brands to use the tools due to the enhanced virtualization to improve the use of the products and solutions on self-help.
The study also found that 83 percent of brands are investing or planning to invest in imaging technologies of the council for the purpose of advertising the interior in museums and interactive games and events for the public.
Confirm all these emerging technologies and knowledge that enrich the interaction with customers that brands should rethink raising the efficiency of data management, improve operations, conversions, and enhance the capacity to automate decision-making.
Should be for brands to be able to employ these techniques in achieving business results positive and concrete, the uses of the new application will be able to understand how innovation marketing multi-moments, and his designs and treatment modalities and it, well continue to resonate in the future.
The motives of the US in the year 2030:
Indicate 58 percent of brands today to the high quality as the highest possible motives to determine the loyalty of consumers, while most consumers to lower costs or discounts as one of the most important motives for brand loyalty.
But by the year 2030, the consumers are referring to mobile apps and access high-speed demand via smart home systems, as the three most important techniques to determine loyalty.
And agree brands turn on to the techniques of artificial intelligence and learning machines and predictive analytics will play a big role in the back Paul consumers, the organization trademarks to the year 2030 as an opportunity to use the technology in providing intelligent interaction and with consumers expected to use much of the information that is available about it in building the customer experience deeper and more meaningful and raise the level of loyal consumers.
Building loyalty is an essential component in the description of the growth of the brand, according to Newman, which is expected to increase over the next ten years the levels of accuracy and complexity in a way that transcends the matrix of price, quality and service which has been traditionally confined in the core of the proposals of the states have brands.
He went on to say: the way companies embrace the challenges of the future, accelerate the trend towards the market and towards the consumer, realizing the social impact and measure it, play a greater role in the construction of states, noting that this has started happening today, but I think that its importance will double by the year 2030.
The importance of increased confidence:
Lies the biggest challenge facing brands today in the ability to overcome the trust gap that exists between brands and consumers, as they feel the extent of how brands with their personal data and work for change.
Web only 54 percent of consumers trust business information in maintaining the privacy of their data, while 73 percent of consumers that use their personal data is out of control.
This constitutes a challenge for brands that move on the balance between the customer experience that they can provide as a result of the richness of user data they collect, the concerns of consumers related to trust.
The study pointed out that brands are aware of the risks that it faces, with 59 percent of brands strongly that securing customer data is the most important factor in ensuring the establishment of the customer experience.
It has been suggested to study some of the challenges in turn, indicated that 84 percent of brands are concerned about changes in government regulations relating to privacy and the extent of their willingness to confront them.
Said Raj: with a continuation of the consumers in the use of technology that reveal the details of their lives to others, they have expectations of the companies consists in understanding their individual needs and protect their privacy, here lies the opportunity to achieve a balance when crafting customer experiences.