According to a recent Gartner report, by 2020, around 100 million consumers will shop in augmented reality, and virtual agents will participate in the majority of commercial interactions between businesses and clients.
Meanwhile, consumers will manage 85% of their relationships with an enterprise with a machine instead of human interaction.
With customer interaction applications shifting from human involvement to machines, companies have now a new challenge to enhance customer experience with virtually no human interaction.
This shift requires the use of smart software applications that can understand and anticipate customer behaviour, and integrate with the latest disruptive technologies.
Consider how these trends – Internet of Things (IoT), Artificial Intelligence (AI) or Virtual Reality (VR) will affect your existing CRM infrastructure, and what they mean for the overall customer experience.
IoT enables machine-to-machine connection and communication, which creates new opportunities to redefine the way companies interact with customers. AI and VR enhance customer experience and connectivity.
Furthermore, all these technologies enable the collection of real-time data through various channels with little or no manual support.
Microsoft Dynamics 365 for Sales helps sell effectively by providing the insight, guidance and tools salespeople need to build repeatable processes, focus on the right customers, and win faster by collaborating with colleagues.
There are various benefits to integrating disruptive technologies into your CRM efforts.
- Reduced Customer Life Cycle – Cut down the layers of interaction between the company and its customers. Human-driven customer interaction often represents a multi-step process, which can be reduced and more effective by downscaling the human element and automating the process.
- Faster Turnaround Time – Customers expect service delivery in real time and machine-based interaction enables fast service.
- Specialised Analytics – There is a need for intuitive, analytics-driven and extremely simple to use technology. New technologies delve deeper than ever before into customer data while simplifying interaction with the customer.
- Intelligent and Consistent Response – Machines like AI engines and chatbots enable fast and accurate delivery based on data accumulation and analysis, ensuring reliable and consistent feedback.
- Embedded Customer Support – Technology can support human interface in assisting customers to choose how they want their interaction with the company: in person or via self-service.
- Omnichannel Customer Engagement – Customers interact with both online and offline channels. New technologies can translate into improved customer experiences and better integration with a multitude of channels.
If properly deployed, disruptive technologies lead to better customer engagement, improved operational efficiencies and help drive a culture of innovation.
While making previous and existing structures and models of thinking redundant, these technologies enable important upgrades to systems, workforce, and processes, especially the way in which companies automate sales and customer service.