How Technology Is Addressing Changing Customer Behaviour & Growing Expectations
Dhiren is an Engineering graduate from the University of Mumbai with over 25 years of industry experience in various leadership roles. He has been recognized as an industry thought leader for strengthening the company’s global IT delivery model and speaker at various Indian/international forums. As Chief Technology Officer he believes that Innovation and technology are the key elements which are driving the whole world.
Technology has transformed the way we connect with the world around us. With the promise of shorter delivery time and more individualised and targeted purchasing experiences, the shift to digital shopping along with the development of quick commerce has had a huge influence on consumer experience. O End users anticipate quicker, more customised, and more practical services more than ever before. Thankfully technology has risen to the occasion, considering shifting consumer preferences and rising expectations.
Business leaders are aware of the critical role that consumer experience (CX) plays in business growth, according to the CX trends 2023 report by technology company Zendesk. Of those surveyed, 81 percent of leaders see customer experience and support as growing priorities in the coming year and 77 percent of business leaders have seen positive ROI on investments in immersive experiences. With digital technologies that make it possible to access goods, services, and information with the swipe of a thumb at any time of the day, businesses must keep inventing and improving the customer experience to boost revenue, boost customer retention, and maintain competitiveness. Hence, given that technology will continue to be a major development engine in the foreseeable future, here are a few examples of how technology is dealing with evolving consumer behaviour and rising expectations:
Personalisation
Conventional business communication has changed dramatically. Organisations now gather and analyse client data with the use of technology to customise their messaging. For instance, if you frequently shop at an online apparel store, you can get tailored product recommendations based on your past purchases.
Customisation extends beyond marketing communications. Companies may utilize technology to customise their goods and services for specific clients. For instance, VFS Global rolled our services such as Visa At Your Doorstep (VAYD) that enable applicant to book the entire visa experience at their homes or offices. Likewise, the Digital Document Check (DDC) service enables customers to get visa documents verified before visiting a visa application centre, thereby making the experience less time-consuming and stress-free.
Subscription Models are increasingly being used
If brands reevaluated interactive strategies to create unique experiences tailored to digital media, their performance would improve. Even brick and mortar enterprises can organise live online events that pull people from all over the world, cross geographical barriers, and reach a larger audience than before. By providing subscription alternatives for your goods or services, keeping customers, and enhancing their relationship with your business, you can convert onetime purchases into recurring ones. Business models based on subscriptions have the potential for rapid growth, extraordinary consumer convenience, and long-term viability. These models give companies a long-term understanding of their clients by utilising the data obtained from subscribers.
Convenience & Speed
Customers may now communicate with companies more efficiently than ever thanks to technology. Products can directly be ordered online and delivered to customers' doorsteps. In addition, mobile applications can be used by businesses to speed up the purchase process and provide customer assistance.
In addition, today's consumers anticipate prompt replies and efficient service. Businesses may automate several operations and respond to clients more rapidly with the use of technology. For instance, chatbots may instantly respond to frequently asked queries, and email marketing automation can immediately give clients tailored messages.
Enhancing the Experience with Omnichannel Presence
An omnichannel strategy can offer a user experience that is quicker and more tailored to the user. When a customer uses a mobile app, a website, or both, they will all have the same experience if they have an omnichannel experience. The number of methods for interacting with customers is increasing, including self-service, social messaging), and chat. However, there is a widespread expectation that communication will be reliable and true to the brand. Customers might anticipate changes in how firms interact with customers and use various channels.
Predictive Analytics
Businesses may foresee client requirements and take proactive steps to address them with the aid of predictive analytics. For instance, a business may utilize data to forecast what products a consumer would be interested in buying and provide recommendations to them.
Overall, technology is assisting firms in meeting rising demands and changing consumer behaviour. Technology-driven solutions are anticipated to increase client capacities in addition to improving the customer experience. The areas of focus will continue to include increasing operational effectiveness, enhancing process controls, providing customer centric added value services, and guaranteeing the highest levels of security. Businesses may better fulfil the demands of their consumers and remain competitive in a market that is changing quickly by utilizing technology to customize experiences, give convenience, increase speed, create an omnichannel experience, and employ predictive analytics.
We are also witnessing increased use of technology in sentiment analysis across our customer touchpoints including chatbots and social media platforms. This keeps the business abreast of changing customer perceptions and expectations from a brand.
Technology has transformed the way we connect with the world around us. With the promise of shorter delivery time and more individualised and targeted purchasing experiences, the shift to digital shopping along with the development of quick commerce has had a huge influence on consumer experience. O End users anticipate quicker, more customised, and more practical services more than ever before. Thankfully technology has risen to the occasion, considering shifting consumer preferences and rising expectations.
Business leaders are aware of the critical role that consumer experience (CX) plays in business growth, according to the CX trends 2023 report by technology company Zendesk. Of those surveyed, 81 percent of leaders see customer experience and support as growing priorities in the coming year and 77 percent of business leaders have seen positive ROI on investments in immersive experiences. With digital technologies that make it possible to access goods, services, and information with the swipe of a thumb at any time of the day, businesses must keep inventing and improving the customer experience to boost revenue, boost customer retention, and maintain competitiveness. Hence, given that technology will continue to be a major development engine in the foreseeable future, here are a few examples of how technology is dealing with evolving consumer behaviour and rising expectations:
The Digital Document Check (DDC) service enables customers to get visa documents verified before visiting a visa application centre, thereby making the experience less time consuming and stress-free
Personalisation
Conventional business communication has changed dramatically. Organisations now gather and analyse client data with the use of technology to customise their messaging. For instance, if you frequently shop at an online apparel store, you can get tailored product recommendations based on your past purchases.
Customisation extends beyond marketing communications. Companies may utilize technology to customise their goods and services for specific clients. For instance, VFS Global rolled our services such as Visa At Your Doorstep (VAYD) that enable applicant to book the entire visa experience at their homes or offices. Likewise, the Digital Document Check (DDC) service enables customers to get visa documents verified before visiting a visa application centre, thereby making the experience less time-consuming and stress-free.
Subscription Models are increasingly being used
If brands reevaluated interactive strategies to create unique experiences tailored to digital media, their performance would improve. Even brick and mortar enterprises can organise live online events that pull people from all over the world, cross geographical barriers, and reach a larger audience than before. By providing subscription alternatives for your goods or services, keeping customers, and enhancing their relationship with your business, you can convert onetime purchases into recurring ones. Business models based on subscriptions have the potential for rapid growth, extraordinary consumer convenience, and long-term viability. These models give companies a long-term understanding of their clients by utilising the data obtained from subscribers.
Convenience & Speed
Customers may now communicate with companies more efficiently than ever thanks to technology. Products can directly be ordered online and delivered to customers' doorsteps. In addition, mobile applications can be used by businesses to speed up the purchase process and provide customer assistance.
In addition, today's consumers anticipate prompt replies and efficient service. Businesses may automate several operations and respond to clients more rapidly with the use of technology. For instance, chatbots may instantly respond to frequently asked queries, and email marketing automation can immediately give clients tailored messages.
Enhancing the Experience with Omnichannel Presence
An omnichannel strategy can offer a user experience that is quicker and more tailored to the user. When a customer uses a mobile app, a website, or both, they will all have the same experience if they have an omnichannel experience. The number of methods for interacting with customers is increasing, including self-service, social messaging), and chat. However, there is a widespread expectation that communication will be reliable and true to the brand. Customers might anticipate changes in how firms interact with customers and use various channels.
Predictive Analytics
Businesses may foresee client requirements and take proactive steps to address them with the aid of predictive analytics. For instance, a business may utilize data to forecast what products a consumer would be interested in buying and provide recommendations to them.
Overall, technology is assisting firms in meeting rising demands and changing consumer behaviour. Technology-driven solutions are anticipated to increase client capacities in addition to improving the customer experience. The areas of focus will continue to include increasing operational effectiveness, enhancing process controls, providing customer centric added value services, and guaranteeing the highest levels of security. Businesses may better fulfil the demands of their consumers and remain competitive in a market that is changing quickly by utilizing technology to customize experiences, give convenience, increase speed, create an omnichannel experience, and employ predictive analytics.
We are also witnessing increased use of technology in sentiment analysis across our customer touchpoints including chatbots and social media platforms. This keeps the business abreast of changing customer perceptions and expectations from a brand.
