Customer experience trends keep evolving and changing to match the needs of the customers. Businesses need to incorporate these latest trends and technologies for maximum customer satisfaction. So, let us look at some latest customer experience trends for 2019.

1. CX
TRENDS
IN 2019

2. Today's customers are in search of
a seamless Customer Experience.
Gartner predicted that more than
50% of organizations would
redirect their investments towards
customer experience innovations.

3. By simply being aware of new
and emerging trends and
knowing how to implement
them, businesses can stay ahead
of their competition.
Want to know what kind of
innovations and trends can we
expect to see this year? Stay
tuned.

4. 1. THE ARTIFICIAL INTELLIGENCE
TREND CONTINUES
The rise of AI and other associated technologies
that help in delivering a human like experience is
trending at the top of CX trends right now.
The relationship of people with technology is evolving
which gives CX professionals an opportunity to deliver
better experiences by using real time data and AI to
grow and experiment at a larger scale.
AI helps in training machines by use of historical data
and can better determine what the customer wants
and needs with minimum human involvement.
Easy, Right?

5. 2. DATA ETHICS BECOME
IMPORTANT
Data ethics mainly includes collecting,
aggregating, sharing and analysing, storing and
even the correct disposal of data.
Experts predict in this post GDPR era where the abuse
of trust is no longer accepted, businesses need to
focus on their data ethics if they want a good
customer experience.
"Any discussion on privacy must be grounded in the
broader topic of digital ethics and the trust of your
customers, constituents and employees."
-Gartner

6. 3. CUSTOMER JOURNEY
MANAGEMENT IS THE KEY
In Bain and Company research,
episode management proved to be one
of the top three effective CX strategies.
Omnichannel services will gradually see a decrease in
use and the industry will move towards customer
journey management.
A customer journey map tells us all about their needs,
pain points and their motivation which in turn helps
us to better understand them and deliver them the
best of our service.

7. 4. PERSONALIZATION MIGHT BE
THE NEXT BIG THING
Spotify, for example, has maintained
and earned so many customers
with their music recommendation algorithms
that display music according to
the individuals taste.
A personalized customer experience is becoming
more and more essential each day and also in 2019.
It will become much easier with the help of machine
learning technology as it helps in understanding and
tailoring the interaction according to specific needs.

8. 5. LOWERING THE RESPONSE
TIME
Along with this, services like
chatbots will become more popular as
they help in solving customer inquiries
at any time of the day.
In this fast era, where nobody has the patience to wait
for anything, the customer needs to be ensured that
you are not compromising on any important metrics
while delivering their request.
This is one way of making the customer understand
the time you are taking and the capacity to which it
can be lowered.

9. 6. PREDICTIVE ANALYTICS
Software-as-a-service (SaaS)
companies can monitor settings configurations
that may cause glitches. The company can then
steer customers to better options through
simple pop-up messages or emails.
This year, as companies look for better management
of their call support system, predictive analysis will
come into play.
Proactive support will increase customer loyalty while
avoiding support calls as it identifies the problem
beforehand and resolve it without having to wait for a
support call.

10. 7. AUGMENTED REALITY
For example, an interior designing firm
displaying how their designs would
look like in your room using augmented reality.
Augmented reality lets us experience a product or a
service virtually with the help of pictures and
information.
People want to know what they are investing in and
how is it going to help them, augmented reality helps
convince people why and how that product will help
them and let them know what they are investing in.

11. 8. SECURITY AND SAFETY
MEASURES
The Facebook incident shows how a
data ethics scandal can hurt a company’s
image in the public eye and
lose the trust of customers.
With more and more personalization and customization
coming into play. Companies will have a huge amount of data
from the customers which might make them worried.
To solve this problem, companies will move to more data safe
practices by hiring new people to overlook these practices and
ensure that they build a trust with their customer.

12. ABOUT US
CallCenterHosting (CCH) is a leading
and globally recognized provider of call
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We offer a complete software-based call
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14. REFERENCES
Customer Experience Trends for 2019 : CallCenterHosting
How Cloud is Helping Improve Customer Experience
Today : CallCenterHosting
Digital ethics and privacy emerge as top tech trend to prepare for
in 2019- Gartner : CIO FROM IDG