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Neldi Rautenbach Neldi Rautenbach

New Year CX Strategy

Part 1 of 3

Neldi Rautenbach Neldi Rautenbach Wednesday 18th January 2017

This is not a tutorial in Chinese astrology, but the year of the Monkey lived up to its name. Filled with shenanigans of fabulous and panic-laden surprises, 2016 has certainly swung its way into the history books. And although one should never wish time to pass, it appears most people feel relieved now that the hyperactive monkey is finally tiring as the dawn breaks on 2017. But will the Year of the Rooster have your business crowing success?

During January, we will be looking at the predicted CX trends for 2017, as many of us will have the best intentions to make better choices at the beginning of a new year. The trick however to sticking to a resolution, means getting your hooks into manageable steps that resolve former weaknesses to accelerate results that will reward both your customers and margins.

Keeping your eye on the prize

Big research companies are eager to announce shiny new trends predicted in tech and the world of customer service in the new year, with industry leaders delivering their thoughts on the biggest disruptors and trends that will affect customer experience and those working within this field.

We think it’s fair to say that most businesses are shifting their focus to customer experience, which has been identified as the key differentiator to increase sales and retain customers. With quality and consistent customer support the corner stones to delivering first rate customer service, many businesses will be re-evaluating customer support channels, handling procedures, policies, and tech to ensure enhanced experiences in 2017.

However not all trends and predictions will be meaningful to the unique requirements and challenges faced by different businesses.

Take AI for example - this broad term for machine learning, natural language processing, robotics, and computational intelligence all referring to a wide variety of algorithms and methodologies under AI - caused a lot of hype in 2016 with the announcements by Google, IBM, Facebook and Microsoft about Intelligent Virtual Assistants.

At Synthetix, we feel it’s important to clarify the differences between Personal Virtual Assistants, Virtual Agents and Chatbots to understand their value to a business as AI has led to erroneous expectations, especially in terms of customer engagement.

And although some predict the line between humans and machines blurring day by day, as one of the first pioneers of Virtual Agents, Synthetix are always happy to advise on whether bots might or might not be the right fit for your specific requirements. In fact, our whitepaper – To bot, or NOT to bot – is free to download.

Part two of this series will delve further into some of the biggest CX trends predicted by key industry players for 2017 and how customer expectations has shifted from a year ago.