Nautilus
2025 is here and customer experience is evolving faster than ever before. Personalisation has become the ultimate competitive edge, one that separates winning brands from those struggling to keep up.
Zendesk’s 2025 CX Trends Report makes one thing clear: brands that prioritise the customer experience and properly utilise their omnichannel strategies are poised to rise above the rest. But for those that fail to adapt? The consequences are dire, where one bad experience is enough for 63% of consumers to jump to a competitor.
In this article, we’ll dive into how personalisation and omnichannel strategies are revolutionising customer experiences– and how your brand can stay ahead of the curve.
The Importance of Personalisation
Think about the last time you interacted with a brand, say Lululemon (or any other retailer for that matter). Did they call you by your name? Companies that gather customer data have the distinct advantage of offering more personalised experiences; may it be as simple as calling you by your name every time you come in for a purchase or as complicated as getting to know your style preferences!
In fact, 61% of consumers now prefer AI-driven interactions that feel tailored to their needs. Brands that can leverage customer data can create meaningful engagements that build loyalty and drive sales. Personalisation is no longer a nice-to-have, it’s what customers expect.
But how can brands meet this lofty challenge? With everything from online shopping to financial services offering tailor-made experiences, how can they convert this new development into sales?
It’s simple, really. Thanks to the rise in adoption of AI tools and readily-available CRM platforms, customer information is a lot easier to manage and capture in real time. But having this data is one thing, effectively utilising it is another. Brands must use this data to craft more meaningful engagements from every significant event in the customer’s journey– be it from the moment they interact with a chatbot until the moment they are handed off to a contact center agent.
This is where an omnichannel strategy comes into play.
How an omnichannel powers personalised experiences
The key to delivering truly personalised customer experiences lies in the ability to engage customers seamlessly across multiple channels. An omnichannel approach becomes indispensable here, unifying all customer interactions to ensure a consistent, tailored experience that meets customers where they are.
Picture this: a customer starts a conversation with a chatbot on your e-commerce website, continues it via WhatsApp, and resolves it over a phone call with a support agent. With an omnichannel approach, every interaction is connected. This provides agents with full context and eliminates the need for customers to repeat themselves.
With the right set of tools, an omnichannel approach enables brands to anticipate needs, offer proactive solutions, and create moments that truly feel personal. Whether it’s a tailored product recommendation or a unique discount that rewards their loyalty, all these little things compound and help keep customer engagements fresh and enticing!
Why an omnichannel strategy matters
1. Meet Customers Where They Are
Customers today interact with a brand across a variety of channels– including social media, live chat, email, and over the phone. According to Gladly, 86% of customers are expecting seamless multi-channel support. An omnichannel makes sure that your business is present and responsive, keeping customers engaged before they look elsewhere.
2. Avoid Customer Frustration
You and I both hate having to repeat ourselves. The same goes for every consumer, where 71% report expecting consistency across different online channels but only 29% report receiving this. By connecting interactions, businesses can ensure a smoother experience, reducing friction and increasing sastisfaction.
3. Boost Customer Satisfaction
Crafting a connected experience is another way of showing customers that we value their time and preferences. An omnichannel approach ensures your agents are proactively engaging them and addressing their needs as they come up in real time. Companies who do this report an average of 89% customer satisfaction score compared to 33% for companies without an omnichannel strategy in place.
4. Strengthen Loyalty through Personalisation
Having a more holistic view of the customer’s entire journey and personalising their experiences is just another indirect way of showing you care. It allows your business to offer the most relevant offerings, helps you refine marketing strategies, and overall improves the customer experience. In fact, 83% of consumers today say that when they feel their experience is tailored for them, it increases their loyalty to the brand.
5. Strengthen call deflection strategies
It is projected that 2025 will be the year when self-service becomes smart self-service. By integrating third party programs into your omnichannel call flows / workflows, customers can access information without the need to speak to an agent. Our collaboration with The Fairprice group is a great example this: using Nautilus Talk, our phone integration with Zendesk, the Fairprice Group was able to automate 87.96% of their order amendment tickets.
Take your customer experiences to the next level with Nautilus Talk
Nautilus Talk has already helped brands like GetGo, Blue SG, and Certis Cisco in improving the customer service operations throughout the years. A notable example is that of NTUC Fairprice, where their use of Nautilus Talk has resulted in an improvement in their ticket automation rates from 14.09% to an outstanding 87.96% in three years. This transformation not only reduced response times but also allowed their teams to focus on more complex customer needs, ultimately enhancing overall satisfaction in their customers.
With Nautilus Talk, you can empower your support teams to deliver faster, smarter, and more personalised customer experiences without skipping a beat. The future is here– don’t get left behind.