In many ways, 2017 has guided what we’ll see in business in 2018: we’ve seen emerging technology being tested and explored, now it’s time to see innovative solutions being released into the marketplace that make interactions slicker and more rewarding.
By far the greatest trend that will dominate is that of companies releasing applications and solutions that enable customers to do business via their mobile devices. While this is already the case, Artificial Intelligence-driven technology is allowing for even more enhanced channel integration, improved process management and better service delivery as a result.
What we’re seeing are AI-driven chatbots, virtual assistants, Instant Messaging and mobile apps being added to the traditional channel portfolios of voice, email and SMS in ways that deliver speedy service in a more personalised fashion. When these are designed and implemented well, they give the customer a sense that they’re engaging with your company directly from the comfort of their own devices.
This device-oriented business will gradually see the possibilities forecast by Internet of Things (IOT) thought leaders coming to life, since a connected market and connected business and products will find more ways of using this connectivity to achieve results.
Business units are becoming more aligned, meaning that with the access to information provided by channel integration, it’s easier to monitor and measure what’s going on in business, and to tackle areas of inefficiency and capitalize on opportunities. This shift towards the goal of a seamless, omnichannel form of communication is accelerated with channel integration, leading to improved customer experience.