Customer Experience in 2021
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The document discusses trends in customer experience for 2021, predicting that companies will focus on improving existing digital experiences and assets. It outlines five key trends, including taking a more holistic approach to customer experience basics, increasing use of rich media like video, leveraging artificial intelligence to catalog and tag existing content archives, expanding online product listings to include 3D experiences, and developing audio-based customer service strategies. The document concludes by promoting the benefits of Nuxeo's digital asset management platform.
Customer Experience in 2021
- 1. Customer Experience in 2021 January 2021 More of the same, or an opportunity for change? Alan J. Porter
- 2. Predicting the Future isn’t Easy Where is my Jetpack?
- 5. 2021 will be a year of consolidation, a time to take a step back, look at what we have, and figure out how to use the assets we have, to deliver even better experiences.
- 6. 5 CX Trends for 2021 Do the Basics Better 1 More Rich Media 2 Digging into the archives 3 Increased use of 3D 4 Say Hello 5
- 7. Do The Basics Better As more companies, particularly those with consumer-facing activities, realize that the digital experience is becoming the prime interface between them and their customers, we will see a growing desire to take a more holistic approach to the customer experience.
- 8. More Rich Media The majority of marketing folks already know that rich imagery and video drive engagement, producing more conversations than any other type of content. That idea no longer only applies to marketing. The same applies to the wider customer experience .
- 9. Dig into the Archives Use technologies like artificial intelligence and machine learning will start to have a significant impact as they will allow these existing content archives to be cataloged and tagged at scale with a speed and accuracy that would have been previously impossible.
- 10. Increase Use of 3D Online product listings are expanding beyond just stock images to include some sort of 3-D experience, be that through full sets of images giving different perspectives, unboxing videos, the use of 360 spins, or even fully rendered 3-D files.
- 11. Say Hello! Companies need to be developing an audio content-strategy now to take advantage of the fast development of audio interfaces. These types of interfaces are quickly becoming the initial touchpoint in the customer journey to get questions answered.
- 12. Nuxeo Enterprise DAM places rich media assets at the center of the digital supply chain, to connect content, data, and assets across the organization and deliver exceptional customer experiences.
- 13. Accelerate Content to Market CONNECT CREATE § Data and content flows across the product lifecycle § Collaborative environment § Consistency of message § Accelerated workflow Connect to existing data and content sources Key Benefits § Improved consistent customer experience § Higher customer engagement and retention Map your digital life cycle Increase the value of your content Key Benefits Time
- 14. Thank you! Check out the 2020 Gartner Market Guide for Digital Asset Management (DAM) here.