Customer engagement is constantly evolving. As we move further into 2023, it is essential to keep up with the latest customer engagement trends to stay ahead of the curve. Forrester’s 2023 Predictions Report, the top customer engagement trends to focus on this year:
Hyper-Personalization
Customers expect personalized experiences tailored to their unique needs and preferences. In 2023, hyper-personalization will take center stage, with companies using advanced analytics and AI to create personalized experiences across multiple touchpoints. By leveraging customer data, businesses can offer customized products and services, personalized recommendations, and targeted marketing messages. Hyper-personalization can lead to increased customer satisfaction, loyalty, and retention.
Conversational AI
Conversational AI, such as chatbots and virtual assistants, has been growing in popularity over the years. In 2023, conversational AI will continue to be a top trend in customer engagement, with companies using these technologies to provide personalized and efficient customer service. According to Forrester, by 2023, 50% of customer service inquiries will be handled by conversational AI. These AI-powered assistants can handle routine inquiries and provide quick answers to frequently asked questions, freeing up customer service representatives to handle more complex issues.
Humanized Experiences
While conversational AI will play a significant role in customer engagement, it is important to balance technology with a human touch. In 2023, businesses will focus on creating humanized experiences that prioritize empathy and emotional connection. This can involve training customer service representatives to show empathy and use emotional intelligence in their interactions with customers. Additionally, businesses can create humanized experiences by offering personalized video messages or hosting virtual events that foster a sense of community and connection.
Related: 5 Ways SMBs Can Improve Cash Flow with Chatbots
Proactive Engagement
Proactive engagement is another top trend in customer engagement. Instead of waiting for customers to reach out with questions or issues, businesses can take a proactive approach by anticipating their needs and addressing them before they arise. This can involve sending personalized product recommendations or addressing potential issues before they become a problem. By being proactive, businesses can increase customer satisfaction, reduce churn, and improve their bottom line.
Augmented Reality
Augmented reality (AR) is another technology that will play a significant role in customer engagement in 2023. With AR, customers can visualize products in real time and see how they would look in their environment. This can lead to increased engagement, as customers can interact with products in a more immersive way. Additionally, AR can be used for virtual try-ons, allowing customers to see how products look on them before making a purchase.
Social Commerce
Social commerce is the integration of social media and e-commerce, allowing customers to make purchases directly through social media platforms. In 2023, social commerce will continue to grow, with more businesses leveraging social media to drive sales and engagement. Social media platforms such as Instagram and Facebook have already introduced shopping features, allowing businesses to tag products in posts and stories. By integrating social commerce into their customer engagement strategies, businesses can reach a wider audience and drive sales.
As a business leader, you have to stay on top of the latest trends in order to remain competitive. In 2023, the above trends will all play a critical role in the success of mainstream businesses this year. By leveraging these trends, you’re positioning your business to create personalized, efficient, and engaging experiences that drive customer satisfaction, loyalty, and retention.
