"When you assume negative intent, you're angry. If you take away that anger and assume positive intent, you will be amazed." Indra Nooyi

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Customer Engagement Trends 2022 to look out for in Emerging Markets

On 21 Mar, 2022 | No comments
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Customer Engagement Trends 2022 to look out for in Emerging Markets


Business growth revolves around customer satisfaction. The greater the customer engagement, the higher is the level of customer satisfaction. Hence, higher the Net Promoter Score (NPS) of the brand too.
With the current rate of increase in competition in the market, more and more businesses are coming up with innovative ideas to improve customer experience in India. From acquisition strategies to customer care services, several new trends stimulated by developments in AI have come up in emerging markets.


Top customer engagement trends


Artificial Intelligence for the future


Advancements in AI have brought about several changes in how businesses carry out their customer engagement strategies. From collecting website data to understanding patterns, companies can gain insights into their consumer base to serve them what they desire. This can help them predict and suggest products that closely resemble their next possible choice.
One of the best examples of such an AI-based recommendation machine is Instagram. It observes the posts and videos you like and smartly adjusts your feed in such a way that you end up engaging with the platform more; you might even buy a few products it suggests, leading to more Instagram sales.


CX that represents your brand


Customer experience plays a massive role in how consumers connect to your brand. When your customer interaction and engagement operations are such that they mirror your company culture, it makes your brand more authentic and reliable. Such a synchronized brand image across platforms builds customer trust and loyalty. The more you showcase your beliefs, core principles, vision, and future goals, the more your customers feel cohered to your brand.
This customer engagement trend is bound to make a significant difference in the NPS survey of India. Many companies focusing on the right brand image to portray and more trustable customer services to abide by will see their NPS boost.


Real-time communication


79% of all website users enjoy interacting with the live chat support system in place because of the instantaneous responses they receive. This is how much real-time communication can affect customer engagement. It holds the user to the page for long enough that they take up an interest in your products and services, something that they otherwise might not have done.
Even the concept of executing customer care services via automated voice assistants over call has been successful. This technique of connecting customers almost immediately to a responsive mechanism to help them get through their problems is fast, efficient, accurate, and uncomplicated. Through sentiment analysis and natural language processing, such services in India can reform customer engagement for the better.


Omnichannel personalization


Several companies have been channeling their efforts into personalizing their customer experience services over their website and mobile applications. AI advancements mean every brand you interact with online reads your data, interprets it to understand your likes and dislikes, and offers you product recommendations or query resolution suggestions based on exactly that. This has worked well for Spotify which gives you data-driven song recommendations based on your previous plays and searches. Netflix, which offers movie suggestions based on your watch history, has cracked this code so well that its personalized recommender system accounts for about 80% of its stream time!


Conclusion


Customer engagement and CX services in India are essential to every brand today. People like believing that they are connecting to a less revenue-centric business model and a more customer-oriented firm. Ultimately, how well treated your customer feels throughout the process of interacting with your brand determines how loyal they will be to you. It gives a sense of community and binding, saving you a considerable amount of work with your customer retention strategies.
Customer engagement is a continuously evolving domain and new trends will keep coming up to enhance customer services in today’s cut-throat market competition.



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