The Technology Behind Today’s Customer Experience


In 2019, the ability for enterprise business owners to build a memorable and positive customer experience, or CX, is perhaps more important than ever. By creating a superior CX from start to finish, consumers are more likely to become loyal, repeat customers. An efficient customer support service has become essential to any business. Customers expect to have an excellent customer experience more than just buying a product. Having a strategy to understand your customers’ needs and exceeding customer expectations is also vital to keep for businesses one step ahead.

While the concept of providing good, old-fashioned customer service is still the name of the game, there is also a great deal of technology behind today’s CX. For a closer look at the technology that helps keep customers happy with your company and have the best possible CX, consider the following points:

Modern Interactive Voice Response

If your company handles a high volume of calls, a cloud call center that incorporates interactive voice response can help provide an outstanding CX.

Not sure where to turn? Look for providers offering IVR that are geared to provide an unparalleled personalized customer experience. Unlike the generic IVR systems from a few years ago, customers now expect this technology to predict their call intent and adapt to their experience level.

According to MIT Sloan Management Review, customers now expect to receive a personalized and relevant experience when they interact with brands, and this must definitely be a part of any digital engagement option you create moving forward. By using data from recent transactions, IVR technology can have a better idea of what a caller wants and needs, which leads to a more seamless interaction as well as a positive CX.

Immediate Surveys

While enterprise companies have surveyed customers for some time, these questionnaires typically arrive in customers’ inboxes a few days after they made a purchase. By this time, customers may very likely have mentally moved on from their shopping experience and may be less likely to answer the survey or feel like the company truly values their opinions.

To ensure the best possible customer experience, companies should consider sending out a more immediate post-purchase survey that prompts customers to provide feedback at the end of the transaction, with a few quick clicks of the mouse or taps on their smartphone screen.

Looking ahead, this real-time feedback may help companies better retain customers who had a less-than-stellar or an unsatisfactory experience.


At some point in time, you’ve likely been placed on hold prior to speaking with a customer service rep and know how frustrating these long wait times can be.

As Forbes notes, chatbots can help alleviate this issue and provide an outstanding CX by doing away with the “please-wait-for-the-next-available-agent” experience. Plus, chatbots can work 24/7, which means customers who place orders in the wee hours of the morning can still get their questions answered.

In the future, we may see chatbots working alongside live agents. The chatbot may be a virtual assistant of sorts, providing immediate customer data to the agent, so they can give the best and most appropriate answers and solutions.

The Future of CX is Definitely Bright

Technology can assist enterprise businesses in a number of tangible ways, including what has traditionally been left to humans: customer service. By using the aforementioned technology, your valued customers will likely have a positive and memorable CX with your company, which, in turn, will inspire them to be repeat customers for years to come.