What are the top 5 customer experience technology trends for business analysis?

Customer experience (CX) is the sum of all the interactions and emotions that customers have with a brand throughout their journey. It can make or break a business, especially in the digital age where customers have more choices and expectations than ever. Business analysis (BA) is the practice of identifying, analyzing, and solving business problems and opportunities. It can help improve CX by understanding customer needs, designing solutions, and measuring outcomes. In this article, we will explore the top 5 CX technology trends that business analysts should be aware of and how they can leverage them to deliver better value to their stakeholders.

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1 Chatbots and voice assistants

Chatbots and voice assistants are artificial intelligence (AI) powered software that can interact with customers via text or speech. They can provide instant responses, 24/7 support, and personalized recommendations. They can also automate repetitive tasks, reduce costs, and increase customer satisfaction. Business analysts can use chatbots and voice assistants to enhance CX by designing conversational flows, integrating them with existing systems, and testing their performance and usability.

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Elisha Herrmann

Digital Innovation Strategist + Information Architect | Stakeholder Engagement, Product Development, Digital Transformation, Change Management, Strategic Program Manager
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In my experience, there is a use case for employee retention and attraction utilizing chatbots and other assistance for customer service. Generally, by utilizing chatbots for Level 1 or 2 support, the higher level support can be handled by a person and truly highlight problem solving and customer focused support by an employee. Internal ROI should not be discounted when implementing CRM tools.

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2 Augmented and virtual reality

Augmented reality (AR) and virtual reality (VR) are immersive technologies that can create realistic and engaging experiences for customers. They can enhance CX by allowing customers to try, learn, and explore products and services in a simulated environment. They can also create emotional connections, increase brand awareness, and generate feedback. Business analysts can use AR and VR to improve CX by defining the scope, objectives, and requirements of the immersive projects, collaborating with developers and designers, and evaluating the impact and value of the solutions.

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Elisha Herrmann

Digital Innovation Strategist + Information Architect | Stakeholder Engagement, Product Development, Digital Transformation, Change Management, Strategic Program Manager
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There is so much ROI for this use case in terms of sustainability, green logistics and earning trust with a company. The hassle of returning furniture because it didn't fit in the space or paying for the item return, is not longer a consideration if deployment of AR/VR is successful. Customer loyalty is increased while operational costs are decreased. Win/Win.

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3 Personalization and segmentation

Personalization and segmentation are strategies that can tailor CX to the preferences, behaviors, and needs of different customer segments. They can improve CX by delivering relevant, timely, and customized content, offers, and recommendations. They can also increase customer loyalty, retention, and conversion. Business analysts can use personalization and segmentation to optimize CX by identifying and analyzing customer segments, creating personas and journey maps, and recommending data-driven and customer-centric solutions.

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Elisha Herrmann

Digital Innovation Strategist + Information Architect | Stakeholder Engagement, Product Development, Digital Transformation, Change Management, Strategic Program Manager
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84.51 and Kroger were trendsetters in this space! Who doesn't love a personalized coupon or a specialized commercial? Changing perception and emotional response can lead to better brand stickiness.

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4 Omnichannel and cloud

Omnichannel and cloud are technologies that can enable seamless and consistent CX across multiple channels and devices. They can improve CX by providing customers with more options, convenience, and flexibility. They can also reduce friction, errors, and delays. Business analysts can use omnichannel and cloud to enhance CX by mapping the current and desired state of the customer journey, identifying the gaps and opportunities, and implementing and integrating the best solutions.

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Elisha Herrmann

Digital Innovation Strategist + Information Architect | Stakeholder Engagement, Product Development, Digital Transformation, Change Management, Strategic Program Manager
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Data! Fidelity, pipeline and driven decisions are all made possible by cloud technologies. In my opinion all companies are now tech companies as they are using data ingestion from external interactions. Cloud is critical to connect the dots, data and decisions.

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Shravan Bhatt

Business Analyst at LendingMetrics | MSc. Data Science
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In today's day and age, customers will not stick to a single device to access your resources. They could use anything ranging from desktops, laptops, phones, tablets, etc. Even within these options, they could access using different browsers or apps. Hence making the experience ubiquitous and having the same performance across all platforms is essential for a smooth user experience.

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5 Analytics and feedback

Analytics and feedback are tools that can measure and improve CX by collecting, analyzing, and acting on customer data and insights. They can improve CX by identifying customer pain points, expectations, and satisfaction. They can also provide evidence-based and actionable recommendations for improvement. Business analysts can use analytics and feedback to refine CX by defining the key performance indicators (KPIs), selecting the appropriate methods and tools, and communicating the results and suggestions to the stakeholders.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Elisha Herrmann

Digital Innovation Strategist + Information Architect | Stakeholder Engagement, Product Development, Digital Transformation, Change Management, Strategic Program Manager
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Internal ROI must also be considered in addition to customer obsession. Often times value comes from both directions as an improvement to process and mechanisms. The data points also serve as feedback for product and program performance.

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What are the top 5 customer experience technology trends for business analysis?

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2

3

4

5

6

1 Chatbots and voice assistants

2 Augmented and virtual reality

3 Personalization and segmentation

4 Omnichannel and cloud

5 Analytics and feedback

6 Here’s what else to consider

Business Analysis

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What are the top 5 customer experience technology trends for business analysis?

1

2

3

4

5

6

1 Chatbots and voice assistants

2 Augmented and virtual reality

3 Personalization and segmentation

4 Omnichannel and cloud

5 Analytics and feedback

6 Here’s what else to consider

Business Analysis

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