Infobip reveals the five most significant trends in customer experience and omnichannel communications for 2023

Global cloud communications platform Infobip reveals its top five trends for customer experience and omnichannel communications for 2023. According to global market research firm Forrester better customer experience leads to higher revenue growth. So, as the world enters a more challenging economic climate, Infobip advises businesses to focus on the following five trends to delight customers and maintain a competitive advantage this year.

1. Composable tech platforms will drive speed and scale

In an increasingly cost-conscious environment, businesses and brands will look for composable technology platforms to reduce implementation time and deliver transformation more quickly. In the past two years, 50 percent of companies have had to transform at great speed, according to an Accenture survey of 4,053 c-suite executives. To meet this speed of change, businesses will need to adopt plug-and-play composable tech platforms. Such interoperable solutions enable organizations to quickly integrate new capabilities through easy integration, increasing time to impact while reducing infrastructure costs and implementation timelines. Data from Accenture shows that companies with high interoperability unlocked up to five additional percentage points of revenue growth than companies with low or no interoperability. Composable tech platforms will drive innovation, augment customer experience and deliver faster and more extensive digital transformation. For instance, our integration with Adobe Marketing Cloud enables firms to engage with their customers via SMS and WhatsApp, ensuring global reach and high delivery rates.

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2. Hyper automation and intelligent bots will deliver efficiencies

Automation can come in many forms, but the breakthrough in customer experience will be in the adoption and scaling of automated bots. As ChatGPT shows, chatbots continue to advance by leaps and bounds. We expect to see scaling text bots alongside progress with voice and video bots. As a result, businesses and brands will create and deploy bots that bring a new level of automation, speed, and availability. Such intelligent virtual assistants will help scale customer service, drive efficiencies and enable businesses to up and cross-sell. More advanced bots will also enable brands to enhance marketing and sales automation. Such bots will answer product or pricing questions, schedule deliveries and take payments – all within a customer’s favorite channel.

3. Hyper personalized end-to-end CUSTOMER EXPERIENCE JOURNEYS enabled by artificial intelligence and analytics

Businesses will look for more intelligent ways to operate to drive efficiencies. Hyper personalized end-to-end customer experiences enabled by artificial intelligence and analytics will become a critical part of the customer journey, providing better experiences for customers and agents. AI and analytics can already respond to basic queries. Next year, Infobip expects organizations to use AI and analytics to predict customer behavior and drive real-time responses. For instance, companies will provide hyper-personalized messaging that instantly adapts to each individual and their preferences and ways of communication. Businesses will look to apply such tools to all parts of the customer journey to create hyper-personalized experiences to increase loyalty and drive sales. This trend will be accelerated by the increasing shift to first-party data and automation in writing AI code.

SOURCE: Businesswire