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Our Take: ModSquad’s 2019 Digital Predictions

It’s that time of year again! Time to break out the crystal ball in order to add our voice to the growing choir of digital predictions for the new year. Last week we reviewed our 2018 divinations, and we’re pretty happy with the results. So what do our fearless forecasters see on the horizon in 2019 and beyond? Read on to find out!

1. Humans and Tech in Perfect Harmony

Technology matters. So does big data. No matter how smart our tools become, there will always be value in the human touch. Finding ways to integrate human and tech elements into business, and particularly into customer experience delivery, will be the focus of the future. In 2019 and beyond, we expect to see the further development of tools and approaches to support collaboration between systems and teams. The most successful brands will find ways to facilitate humans and tech in working together in harmony.

2. Continued Growth of Niche Communities

Niche communities have been on the rise and we think this trend is here to stay in 2019. As people seek meaningful spaces to share and connect, we’re noticing a shift towards the more familiar. From a brand perspective, reaching customers has become more difficult on larger platforms, where algorithms have impacted the reach of organic content. In response, Facebook groups and Instagram tags have simulated niche spaces in order to meet the human demand for safe havens on social media. New platforms are emerging within their focused industries to help meet this need, as we saw with TripAdvisor’s announcement to go social toward the end 2018.

3. Increased Presence and Accessibility to Brands and Platforms

We already know we need to meet consumers where they are. While traditional channels like telephone and e-mail support may still be preferred by some, consumers desire to receive omnichannel support via chat, text, and social media platforms continues to rise. Aside from making your offering available (and integrated) with an omnichannel approach, it’s important to provide accessibility for all, by adapting to differing preferences and abilities. We can already see this happening in Instagram’s introduction of alternative text, thereby joining Twitter and LinkedIn in making the social space more inclusive for all. Expect to see more of this in 2019.

4. New Policies Introduced to Protect Consumer Data

While consumer access to brands and platforms is on the rise, we will continue to see new policies introduced to curb mishandling of consumer data in 2019 and beyond. We felt the shifting tides with both the introduction of GDPR in Europe and the social changes prompted by the Cambridge Analytica proceedings. Already, advocates are pushing for greater privacy protections in the U.S. and beyond in an effort to respect consumer information. Keep an eye out for more aggressive legislation and an increase in digital security products coming down the pipe.

5. Remote Working is the Future

Within the next couple years, half of U.S. workers are expected to be part of the growing gig economy. Technology is developing to match the growing demand for flexible work opportunities, both from employers and potential employees or contractors. With more businesses creating opportunities for remote working, it’s vital to offer excellent service within an environment that attracts the best talent.

What’s your take on our predictions? Let us know in the comments section below.

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