What will customer relations become in 5 years?
Posted: Thu Dec 26, 2024 4:57 am
In the midst of the digital boom, customer relations overseas data continue to evolve. Between improving techniques to increase customer relations and the place of humans in these professions, customer relations will have a completely different face in 5 years. This face will undoubtedly consist of a balance between digital and human.
Customer relations in 5 years already raise many questions for companies, whether B2C or B2B. In the context of B2B, where the decision-making process is longer than in B2C, customer relations in 5 years will have to be fully adapted to changes in consumption patterns. Thus, the delay that B2B may experience over B2C will gradually fade away.
Between digital, consumer valuation and satisfaction and the place of humans, let's see what customer relations will be like in 5 years.
In 5 years, technologies such as chatbots, AI or blockchain will have more weight in our lives. Indeed, all of these technologies that are already very widely used are seeing their developments grow. Whether it is IT solutions, chatbots, voice bots, the figure of this market is constantly growing. To better understand the impact of these technologies, let's look together at the three main technologies that are causing changes in customer relations.
Chatbots
Customer relations within 5 years will largely rely on chatbots and those for many which are both:
Economic at first, because many specialists in the field mention the fact that nearly 80% of companies will use chatbots by 2020. In addition, the chatbot market is a growing market for designers, but also for users. Today, Oracle estimates that this market will reach almost $1 billion in 2024, which shows the power of this market. In addition, this market will allow companies to save $8 billion per year for their customer service by 2022 .
Commercial and technical, because chatbots make it possible to simplify the work of salespeople and technical assistants. Indeed, as far as salespeople are concerned, chatbots make it possible to offer a quick and more personalized response. For those who are technical assistants, chatbots make it possible to solve simple problems while leaving complex problems to humans.
Social, because the use of chatbots will allow the work of sales hotliners or technicians to be revalued. Indeed, technicians will have to be more qualified and specialized to offer an ideal customer experience.
Chatbots or any other bot systems like voicebots are the future of businesses given the extent of the market, but also the human enhancement that these systems will bring to customer relations services and the customers themselves.
Artificial intelligence
Increasingly used, artificial intelligence is found in a large number of new technologies including chatbots. This technology was defined by Laurence Devilliers as follows: "Artificial intelligence is a set of theories and algorithms that aim to simulate human cognitive abilities. Beyond cognitive abilities, the second objective is that AI should be able to go from perception to decision-making". Through this definition, we can distinguish two types of artificial intelligence which are :
A weak artificial intelligence that consists in particular of scripts, algorithms constantly updated by humans. Weak artificial intelligence is a form of simulation of the cognitive aspects of humans.
A strong intelligence that today is closer to fiction. That is to say, a machine is capable of having emotions and a form of cognitive intelligence.
Artificial intelligence is found in many tools for improving customer relations. We can take CRM, marketing automation and lead scoring as examples. Artificial intelligence allows above all to personalize the offer, an aid to a potential customer. This has a double effect which is:
The first is to facilitate the work of sales representatives and technicians by having precise information on a request or expectation.
The second, which comes from the first, brings greater customer satisfaction and therefore builds customer loyalty.
The blockchain
Blockchain, although it can be used for the moment, is undoubtedly one of the customer relationship technologies in 5 years. Indeed, although used in cryptocurrency exchanges, blockchain meets an expectation of B2C and B2B consumers. This expectation is that of securing data and commercial exchanges.
With Big Data and the skepticism surrounding its management, blockchain answers these questions. Indeed, one of the goals of blockchain is to secure data by avoiding a whole range of intermediaries. Due to its operation, blockchain allows data to be encrypted and reach only the recipient. Consequently, commercial exchanges are strengthened. Customer relations in 5 years will then have to rely on this type of technology to show good faith in data processing.
Customer relations in 5 years already raise many questions for companies, whether B2C or B2B. In the context of B2B, where the decision-making process is longer than in B2C, customer relations in 5 years will have to be fully adapted to changes in consumption patterns. Thus, the delay that B2B may experience over B2C will gradually fade away.
Between digital, consumer valuation and satisfaction and the place of humans, let's see what customer relations will be like in 5 years.
In 5 years, technologies such as chatbots, AI or blockchain will have more weight in our lives. Indeed, all of these technologies that are already very widely used are seeing their developments grow. Whether it is IT solutions, chatbots, voice bots, the figure of this market is constantly growing. To better understand the impact of these technologies, let's look together at the three main technologies that are causing changes in customer relations.
Chatbots
Customer relations within 5 years will largely rely on chatbots and those for many which are both:
Economic at first, because many specialists in the field mention the fact that nearly 80% of companies will use chatbots by 2020. In addition, the chatbot market is a growing market for designers, but also for users. Today, Oracle estimates that this market will reach almost $1 billion in 2024, which shows the power of this market. In addition, this market will allow companies to save $8 billion per year for their customer service by 2022 .
Commercial and technical, because chatbots make it possible to simplify the work of salespeople and technical assistants. Indeed, as far as salespeople are concerned, chatbots make it possible to offer a quick and more personalized response. For those who are technical assistants, chatbots make it possible to solve simple problems while leaving complex problems to humans.
Social, because the use of chatbots will allow the work of sales hotliners or technicians to be revalued. Indeed, technicians will have to be more qualified and specialized to offer an ideal customer experience.
Chatbots or any other bot systems like voicebots are the future of businesses given the extent of the market, but also the human enhancement that these systems will bring to customer relations services and the customers themselves.
Artificial intelligence
Increasingly used, artificial intelligence is found in a large number of new technologies including chatbots. This technology was defined by Laurence Devilliers as follows: "Artificial intelligence is a set of theories and algorithms that aim to simulate human cognitive abilities. Beyond cognitive abilities, the second objective is that AI should be able to go from perception to decision-making". Through this definition, we can distinguish two types of artificial intelligence which are :
A weak artificial intelligence that consists in particular of scripts, algorithms constantly updated by humans. Weak artificial intelligence is a form of simulation of the cognitive aspects of humans.
A strong intelligence that today is closer to fiction. That is to say, a machine is capable of having emotions and a form of cognitive intelligence.
Artificial intelligence is found in many tools for improving customer relations. We can take CRM, marketing automation and lead scoring as examples. Artificial intelligence allows above all to personalize the offer, an aid to a potential customer. This has a double effect which is:
The first is to facilitate the work of sales representatives and technicians by having precise information on a request or expectation.
The second, which comes from the first, brings greater customer satisfaction and therefore builds customer loyalty.
The blockchain
Blockchain, although it can be used for the moment, is undoubtedly one of the customer relationship technologies in 5 years. Indeed, although used in cryptocurrency exchanges, blockchain meets an expectation of B2C and B2B consumers. This expectation is that of securing data and commercial exchanges.
With Big Data and the skepticism surrounding its management, blockchain answers these questions. Indeed, one of the goals of blockchain is to secure data by avoiding a whole range of intermediaries. Due to its operation, blockchain allows data to be encrypted and reach only the recipient. Consequently, commercial exchanges are strengthened. Customer relations in 5 years will then have to rely on this type of technology to show good faith in data processing.