Industry Insiders—Innovative Insights
Forward-thinking peers on the future of customer experience and the contact centre
The transformation of the modern, multi-channel contact centre—from a necessary cost centre to the hub of customer experience and an essential driver of business success—continues accelerating, fueled by rapidly evolving customer expectations and technological innovations. Keeping pace with this transformation remains challenging, even for the most customer-centric organisations. How do you separate fleeting fads from true trends? Where should you invest—which technologies and which strategies—in order to deliver a next-generation customer experience? What should your contact centre be focused on today—in order to protect and promote your business’ success tomorrow?
To help you answer these tough questions, we asked some of the top experts, innovative thinkers and opinion leaders in the contact centre and customer experience industry for their thoughts. Here’s what they had to say about the future of CX and the contact centre:
THE CX REVOLUTION HAS JUST BEGUN
CUSTOMER EXPECTATIONS DRIVE THE BIGGEST TRENDS IN CX
No huge surprise here: The continued evolution and elevation of customer expectations will shape the biggest trends and most critical focus points for tomorrow’s leading CX brands and top-performing contact centres.
ARTIFICIAL INTELLIGENCE (AI) MAKES THE CONTACT CENTRE SMARTER, FASTER—BETTER
Perhaps no technological innovation holds more potential to revolutionise CX than artificial intelligence (AI). With all the buzz around artificial intelligence (AI) in the contact centre, we asked our experts to cut through the hype and give honest predictions on how AI will transform the contact centre in the next few years.
“AI isn’t magic. It is a highly sophisticated set of technologies and applications that can be used to improve and optimise the performance of customer service departments and contact centres. There are dozens of AI technologies available today, but the 3 that are at the core of service are NLU/NLP/NLG, real-time analytics and machine learning. In the next 10 – 15 years, companies will find many more uses for AI, and it is going to help revolutionise the service world.”
– Donna Fluss, CEO, DMG Consulting LLC
THERE’S NO REPLACING THE HUMAN TOUCH
While most of the trends focus on how technologies will transform the contact centre, almost all of our experts stressed that live, human agents will remain critical to an exceptional CX—and that the most successful organisations will use automation, self-service and AI-driven capabilities to support and enhance their agents’ human-to-human interactions.
Click on an Icon to See What the Experts Have to Say
Blake Morgan, Customer Experience Keynote Speaker
“New technology has created numerous opportunities to expand customer experience and provide even more convenient solutions. However, companies need to find the balance between technology and human interaction. Customers want the ease of self-service, but they also want the option to be able to talk to a person when needed. No AI or technology can replace real, human relationships. Authenticity and openness with customers, combined with innovative technology, is what will create a band of loyal customers and lead to continual growth.”
Jeanne Bliss, President, Customer Bliss and co-founder of the Customer Experience Professionals Association
“Technology must have a seat at the table from the beginning of efforts to improve/redesign experiences. High-tech (AI, bots, chat, etc.) must be blended in appropriately, so that high-tech ENABLES high-touch. Technology should enhance and enable people to act and to be empowered to act.”
Mike Aoki, Customer Experience Speaker, Trainer, Writer
“Contact centres need to focus on recruiting, training and retaining agents with much greater emotional intelligence and problem-solving skills. The AI revolution will handle "easy" customer interactions—leaving more emotional, complex ones for agents.”
SAGE ADVICE ON THE ROAD AHEAD
The CX revolution puts the modern contact centre in the centre of a customer-centric strategy for business growth. But in this elevated role, contact centres face more pressure—and more complex challenges—than ever. We asked our experts for their parting wisdom on managing the ever-evolving road toward delivering next-generation CX.
Are You Listening? The Truth About What Customers Want in a Digital World
“Technology for technology’s sake will ruin a company’s customer experience. Remember: Technology is just a tool to help deliver an amazing experience—not the holy grail; not a magic bullet.”
– James Dodkins, Founder, Rockstar CX
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