Digital transformation, automation, and artificial intelligence (AI) are rapidly reshaping the field of customer experience (CX). Today, customer experience is no longer limited to call centers or customer service departments; it has become a much more strategic area that integrates technology and human interaction. With this transformation, certain professions are expected to rise in the future of customer experience. Here is our analysis of these emerging roles, enriched with examples and data from around the world:
Customer Experience Strategist (CX Strategist)
Why Is It Important?
Customer experience strategists analyze all interactions customers have with a brand and develop strategies to optimize this journey. This role is critical in enhancing customer loyalty and building brand affinity.
Example:
- Salesforce, a U.S.-based technology company, hired customer experience strategists to increase customer satisfaction by 20% in 2023.
- According to Forrester Research, companies that improve customer journeys can increase their revenues by up to 15%.
Customer Data Analyst
Why Is It Important?
Collecting and interpreting customer behavior data is vital for shaping future strategies. Customer data analysts provide insights based on these data to help companies make informed decisions.
Example:
- Amazon, a leader in utilizing customer data, generates more than 40% of its revenue through recommendation systems based on customer habits.
- Research by McKinsey shows that data-driven companies are 23% more profitable.
AI and Automation Specialist
Why Is It Important?
The use of artificial intelligence and automation in customer service is rapidly increasing. Tools like chatbots, virtual assistants, and automated call systems accelerate customer service processes while reducing costs. The development and management of these systems require AI specialists.
Example:
- Sweden-based H&M implemented an AI-powered chatbot system to understand and direct customer inquiries, achieving 30% faster response times in customer service.
- According to a Gartner report, by 2025, 85% of customer service interactions will be managed by AI.
Digital Experience Designer
Why Is It Important?
Providing seamless experiences through digital channels such as e-commerce platforms, mobile apps, and websites is one of the most effective ways to boost customer loyalty. Digital experience designers play a critical role in creating user-friendly and aesthetic interfaces.
Example:
- Airbnb elevated its customer experience through digital design, maintaining customer satisfaction rates above 90%.
- According to a report by Adobe, companies offering excellent digital experiences grow 25% faster than their competitors.
Voice and Visual Interaction Specialist
Why Is It Important?
Technologies such as voice assistants (Alexa, Siri, Google Assistant) and augmented reality (AR) define the new frontiers of customer experience. Voice and visual interaction specialists optimize these systems to deliver unique customer experiences.
Example:
- Sephora uses augmented reality to allow customers to try products virtually. This technology has increased their online sales by 20%.
- According to Juniper Research, the volume of purchases made through voice assistants is expected to reach $80 billion by 2024.
Customer Loyalty Specialist
Why Is It Important?
Effectively managing customer loyalty programs is crucial for companies to maintain their competitive advantage. Customer loyalty specialists create campaigns and programs that encourage repeat purchases.
Example:
- Starbucks increased its revenue by 20% with its My Starbucks Rewards program, which focuses on customer loyalty.
- According to Harvard Business Review, acquiring a new customer is five times more expensive than retaining an existing one.
Omnichannel Strategy Specialist
Why Is It Important?
Customer experience is now delivered through a multi-channel structure. Omnichannel strategy specialists aim to integrate all touchpoints, such as physical stores, e-commerce, social media, and call centers, to offer customers a seamless experience.
Example:
- Walmart implemented omnichannel strategies to facilitate shopping for customers through both physical stores and online platforms, achieving a 10% increase in total sales.
- According to PwC, 73% of customers expect the same quality when shopping across multiple channels.
Conclusion: The Future of Careers in Customer Experience
The customer experience field is rapidly evolving with technological advancements and changing consumer expectations. Pursuing one of these careers can position you as an essential part of the future business landscape. Professionals who develop data-driven strategies, effectively use technology, and deliver human-centric experiences will become indispensable in the customer experience industry.
By focusing on one of these professions, you can shape your career and secure your place in the future of the business world!
