2025 and beyond: The future of CX

The future of customer experience with address data

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November 18, 2024

Key trends and statistics shaping the future of CX (customer experience)

There’s no real way for us to see the future here. However, we’ve used our big, beautiful brains and eyes to gather relevant statistics for you and draw logical conclusions from them.

We’ll also cover how to use address data to become the top dog 🐕 and put your organization in the best position possible in the hypothesized future. Happy reading!

Hyper-personalization and real-time engagement

Statistic: By 2025, 80% of customer interactions will be managed by AI, and consumers will expect hyper-personalized experiences at every touchpoint.

AI robot waving

Role of address autocomplete & verification: Address data is critical in the pursuit of personalization. Maintaining accurate address data ensures you have accurate location data to offer localized deals, products, and services in real time. Autocomplete speeds up the data entry process, reducing friction during checkout or service interactions, while verification ensures the accuracy of the customer’s data for better service delivery and targeted marketing. Together, they help you keep your database clean and market to the right crowds.

Omnichannel experience integration

Statistic: 73% of consumers use multiple channels during their shopping journey. Companies that provide a seamless omnichannel experience retain 89% of their customers, compared to 33% retention for those that don’t. With brands already looking for more exposure options and technology constantly evolving, this number will likely only increase as tech capabilities expand and consumers expect usability across new platforms.

Role of address autocomplete & verification: A seamless omnichannel experience requires consistent and accurate data across all platforms. The easiest way to get good data is when a customer first enters it by using an address autocomplete. Not only do relevant and already verified addresses appear for customers, but it also speeds up the checkout for a better customer experience. Address verification ensures that data remains consistent regardless of where, when, or how the customer interacts with the brand (e.g., mobile, desktop, or in-store). This enhances trust for customers because they know their information is safe and secure and that their packages will arrive at the correct location, regardless of when or how they enter it).

Frictionless checkout and reduced abandonment rates

Statistic: Cart abandonment rates average around 70%, with 17% of customers citing a “too long/complicated checkout process” as a primary reason. In the quick-fix world that we live in, and largely due to the increasing influence of technology’s convenience factor, we can easily assume that the “want it now” attitude will continue to grow. The ball is already rolling in the UK, where nearly half admitted to having such a mindset.

Role of address autocomplete & verification: Address autocomplete simplifies and speeds up the checkout process by providing real-time suggestions as customers type, reducing manual entry time. Instead of typing in an entire address by hand, a customer’s validated address is suggested after the first keystroke.

This helps you keep a customer’s attention on the more important things (pulling out their credit card) and not on the typos they might have to fix.

Verification ensures the provided addresses are correct, minimizing delivery delays or errors and enhancing the post-purchase experience. You get a happy, satisfied customer and get to maintain a clean, standardized address database with little to no effort on your part. Just set the APIs up in the background and enjoy your coffee or whatever your beverage of choice.

Rise of voice search and conversational commerce

Woman using AI voice searching

Statistic: By 2025, it’s estimated that 50% of all searches will be voice-based, as currently, 20-40% of mobile queries are voice-based, depending on the region. Voice payments are expected to exceed $470 billion by the end of 2024.

Role of address autocomplete & verification: For voice-based search and ordering, having accurate and up-to-date address data is essential. Address autocomplete tools will need to adapt to voice recognition patterns and natural language processing to ensure accuracy, while verification will correct and validate spoken addresses to avoid fulfillment mistakes.

Sustainability and ethical consumption

Statistic: 88% of consumers want brands to help them be more environmentally friendly.

Role of address autocomplete & verification: Efficient address data management reduces the carbon footprint by optimizing delivery routes, minimizing fuel consumption, labor waste, unnecessary emissions, plastic or cardboard waste from using new containers or shipping materials to fix mistakes, and avoiding failed deliveries where the products have to be sent again. Address verification ensures that deliveries are made right the first time, reducing waste and returns.

Enhanced security and privacy regulations

Statistic: Currently, 86% of the US has heightened expectations for transparency in how their data is used. With the rise of cybercrime, the global cost of online criminal acts is expected to surge to $23.84 trillion by 2027.

Role of address autocomplete & verification: Accurate and verified address data reduces the risk of fraud, especially in financial transactions or online purchases. Ensuring data accuracy also supports compliance with privacy regulations like GDPR and CCPA, protecting customer information and maintaining trust, which only helps you and your organization to get repeat customers as you establish yourselves as a reliable and safe brand amongst your chaotic competitors.

Additional considerations for future customer experience

Artificial intelligence (AI) and machine learning (ML)

AI and ML will drive more personalized recommendations, dynamic pricing, and predictive customer service, and it’ll do it in the blink of a wink from an admirer. Address verification helps to create reliable datasets to feed these algorithms, ensuring personalized services are relevant and accurate and that their delivery is efficient.

Augmented reality (AR) and virtual reality (VR)

AR/VR will enhance the shopping experience by allowing customers to visualize products in their space. Clothing companies are already using virtual try-ons by creating overlays of your pictures with the brand’s clothes to help you purchase without physically trying an outfit. Accurate address data will be vital for providing location-based AR experiences or delivering virtual content to the correct geographical regions. Understanding your market using accurate address data with address verification APIs and address autocomplete built into your forms enables you to market better to your target audience.

Same-day delivery and micro-fulfillment centers

Same-day delivery by drone

The demand for faster delivery will continue to grow. People want their stuff, and they want it now! Address verification is critical for micro-fulfillment strategies, ensuring shipments are routed efficiently to local hubs, and that addresses are validated for quick and accurate delivery. Autocomplete is vital for keeping bad data out that would cost you time, money, and reputation through delayed deliveries.

Customer feedback and experience analytics

Real-time feedback loops and experience analytics will be crucial in understanding your customer's needs as the world shifts and the tools we use evolve. Accurate address data enables precise customer segmentation and location-based feedback collection, which helps tailor services to local preferences.

Drive-by version: The role of address autocomplete and verification

In 2025 and beyond, address autocomplete and verification will be foundational to providing seamless, personalized, and efficient customer experiences, and not just any address tool will do.

Smarty’s tools are built for US-based companies and international companies alike and provide a quick ROI, immediately impacting your processes. US Address Autocomplete, International Address Autocomplete, US Address Verification, and International Address Verification APIs work seamlessly in the background to keep you on the top of your game.

These tools help reduce friction, increase data accuracy, and support emerging technologies like AI, AR/VR, and voice search. As consumers demand faster, more personalized, and more transparent interactions, accurate address data management will be key to meeting and exceeding these expectations. High-quality address data enables your company to build trust and loyalty in your brands and provide a competitive advantage in a rapidly evolving marketplace.

Are you ready for the future of CX success? Discover the benefits of accurate address data. Talk to an address expert today!

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