At the pace GenAI is evolving, we can expect that by 2035, it will become a technology woven into the fabric of our day-to-days. What then, does this mean for the CX industry?
Speaking broadly, we can expect leaders in CX to shift their strategies to become less reactive and more proactive. At the forefront of this approach is GenAI, as leaders strategize the best ways to use this technology. With its ability to analyze vast amounts of data and create tailored content, it has the potential to completely reshape how brands engage with customers.
And customers will inevitably expect a massive upgrade in experiences — in fact, expectation for change will be more consumer-driven than other tech advances. The most comparable transformational shift of the past was the release of the smartphone.
This means brands must adapt to a CX landscape where personalized, efficient and engaging interactions are the gold standard. Here are four key ways GenAI is predicted to shape this effort.
1. Enhanced customer support with AI-powered chatbots
AI-powered chatbots are already making waves in customer support, and by 2035, their capabilities will be even more advanced. These chatbots will utilize natural language processing (NLP) and machine learning to understand and respond to customer inquiries with human-like proficiency. They will be available 24/7, providing instant assistance and resolving issues without the need for human intervention.
Chatbots will learn from each interaction, continually improving their responses and understanding of customer needs. For more complex issues that require human intervention, the transition from chatbot to human agent will be seamless, ensuring that customers never feel frustrated by long wait times or repetitive explanations. The end result? An increase in efficiency, definitely, and it will also empower consumers to find solutions on their own terms, further enhancing their overall experience. This combination of instant support and human oversight will enhance the overall customer support experience.
2. Predictive analytics for anticipating customer needs
Data is powerful — we know this already. And by 2035, 88% of people feel contact center data will inform most major business decisions. Predictive analytics powered by AI will revolutionize how businesses anticipate and meet customer needs by 2035. By analyzing historical data and trends, AI will enable companies to foresee customer behavior and preferences, allowing them to proactively cater to their clients.
For example, a subscription service might use predictive analytics to identify when a customer is likely to run out of a product and offer a timely reminder or discount for reordering. Similarly, travel companies could analyze past booking habits to suggest personalized vacation packages that align with a customer’s interests. This proactive approach will not only enhance customer satisfaction but will also streamline business operations, reducing the likelihood of stockouts or service disruptions.
3. Immersive customer experiences
By 2035, the integration of AI with virtual reality (VR) and augmented reality (AR) technologies will provide immersive customer experiences that were previously unimaginable. Retailers will use AR to provide personalized promotions and recommendations.
For instance, as you walk through a store, AR glasses could display personalized promotions and product recommendations, and customers could interact with virtual avatars of sales associates who provide tailored advice and product demonstrations in real time. AI will also enhance VR experiences in sectors such as travel and real estate. Customers will continue to take virtual tours of destinations or properties, guided by AI that will provide more detailed, personalized recommendations based on their preferences. This level of immersion will not only engage customers more deeply but also facilitate informed decision-making, leading to higher conversion rates.
4. Ethical AI and trust-building
As AI continues to evolve, ethical considerations will become paramount in shaping customer experience by 2035. According to Pew Research Center, 79% of experts (futurists, analysts surveyed) express more concern than excitement about upcoming technological changes. For example, there are concerns about upcoming technological changes including privacy challenges that emerge with advancements in surveillance, deepfakes and facial recognition.
Businesses will need to prioritize transparency, data privacy and responsible AI usage to build trust with their customers. AI systems will be designed to respect user privacy, ensuring that data is collected and used ethically. In this future landscape, customers will feel more comfortable sharing their data if they trust that companies will handle it responsibly.
Brands that prioritize ethical AI practices will foster stronger relationships with their customers, leading to increased loyalty and advocacy. Additionally, businesses that actively engage with their customers about how their data is used will create a more open dialogue.
The future of generative AI and CX roles
From personalization and enhanced customer support to predictive analytics and immersive experiences, GenAI for customer experience will be a game-changer for businesses to connect with customers in more meaningful ways. As ethical considerations become increasingly important, brands that prioritize transparency and responsible AI usage will build trust and loyalty among their customers.
All this said, the truth is that the future is coming quicker than quick, and as a leader in your industry, you need to understand how to cater to the inevitably evolving needs of your customers. There are still lingering questions to discuss… What will the future contact center look like? How will humans and AI work together to create superior experiences?
We break down these questions in our whitepaper “CX roles of the future 2035.” Read now to understand how to take a proactive approach to your CX and future-proof your contact center in this rapidly evolving tech landscape.