This blog delves into the changing employment database customer communication landscape using insights from Zendesk’s Customer Communication Trends 2024 report to provide insight into how businesses can effectively use data to build stronger customer relationships.
We also discuss our latest report, How to Maximize the Value of Data with Customer Data Platforms, which you can download here .
Trend 1: Real-time data is essential for an instant customer experience
The growing demand for immediacy in consumer interactions is pushing businesses to leverage real-time data more effectively. Real-time data enables businesses to tailor interactions precisely at the moment the customer engages, turning every touchpoint into a personalized experience that anticipates customer needs and preferences.
62% of CX leaders feel they are not up to the task of delivering more instant experiences – Zendesk CX Trends Report 2024
However, aggregating real-time customer data isn’t easy. In fact, many CX leaders feel they’re falling behind on instant customer experiences. Our latest report looks at this challenge and proposes customer data platforms as the solution. These platforms can capture and analyze data from customer interactions to deliver instant, actionable insights. For example, if a customer frequently checks prices for certain products, a CDP can send them real-time notifications about price drops or related promotions, thereby increasing the likelihood of conversion.
Trend 2: CX leaders are the new drivers of data privacy
As personalization increases, so do concerns about privacy. According to the Zendesk report , 77% of CX leaders now consider safeguarding customer data a crucial part of their role, reflecting a significant shift toward prioritizing data security in CX strategies. This increased responsibility underscores the need for transparent data practices that reassure customers about the security and use of their information.
83% of CX leaders say data protection and cybersecurity are top priorities in their customer service strategies. – Zendesk CX Trends Report 2024
Our latest report delves deeper into data privacy and the need for robust data management systems to reinforce privacy frameworks. These platforms organise data effectively and ensure that all processing is compliant with privacy regulations. For example, a customer interacting with a digital marketing campaign expects not only personalisation, but also assurance that their data is secure. In this case, CX leaders can use CDPs to provide that assurance, ensuring that every digital interaction respects customer privacy and complies with applicable laws, leading to greater trust.
