Did the covid-19 change all?

The text ’CX Trends 2021 where do you go from here?’ discussed the customer experience trends from the year 2021. In the first place of the trend was customer understanding. We can notice that the expectations has changed within the covid time from what the customers’ really needs instead of what they want. The article also discussed the need to respond to customers’ changing expectations and to change especially digital experiences which to I want to give my attention.

”Increased demands has become the new normal”

”People want everything right here right now”

”There will be no going back”

Because of the covid-19 companies had to adapt and be able to be flexible. Customers’ wishes, feelings and expectations are placed at the core of customer experience and companies are expected to meet these needs. Covid really changed the way companies think, they started thinking about what should be done to keep the customers. As companies have stepped up their operations to support and reassure customer, people’s demands have also increased and it has become the ’new normal’ which means people are expecting even higher level of commitment and customer service. So being companies have basically started investing in online transaction because the thought is people want services and products right here right now, but I would like to disagree with this.

If companies only start investing in efficiency and getting services to the customers as quickly as possible, there will also be more room for mistakes. My own opinion is that the customer will remain satisfied and, so to speak, a regular customer if the service is good, near to excellent. Of course speed is a huge plus but on my opinion it should not be prioritized. It is true that people have become a little impatient, because most things are just a click away and in today’s world things work smoothly. Different types of artificial intelligence ’AI’ are constantly being developed and everything is being made automatic. But isn’t it true that if companies and society basically start increasing the speed of things being done, we people will only become more impatient and many will get frustrated when things don’t work as they should or it takes longer than expected.

The article also talked about how, with digital development, customers are able to make purchases more efficiently and effortlessly, the process is smooth from end-to-end. To quote the texts expert opinion ’’As consumers have begun the exodus to digital, we expect it to be a one-way street – for many, there will be no going back’’. Companies are really starting to invest in digital marketing and personalization using data. Information is collected about people, which is used in advertising and in the services offered. In my opinion, this is not a good thing, the risks of spreading personal information increases and hackers can find out any information they want. Will people in the future start to fear and be careful specifically about giving too much information and signing up for services if cyber risks also increase. Are we putting too much emphasis on digital and leaving face-to-face contact forgotten or at least in the shadows, so there will not be development at all if the ’AI’ takes care of everything. I believe that many of the older age group are still unaware of digital interaction, all thought many for sure know how to use devices and services online. There’s really no telling what the future will bring, but a technology-oriented customer experience is said to be the core of future success.

All in all, it is great that the digital environment is growing and more things can be done with just your own phone, but in my opinion we should not get everything done by a robot. It is important to have people connection and interaction. The subject is kind of two-sided, on the other hand it’s great but I’m sure there are dangers in disguise.