Nearly four-fifths of technology leaders believe traditional CX technologies will be phased out within three years, leading to a radical transformation of the industry, with AI at the forefront to enhance processes and interactions.
AI will lead to the emergence of leaner, more efficient CX organizations, enabling streamlined processes, personalized customer engagement, and handling a higher volume of interactions, consequently leading to smaller CX teams.
A fivefold increase in customer service interactions is expected, with AI expected to maintain service quality, streamline operations, sharpen decision-making, and enhance market competitiveness, allowing for effective scaling of business operations.
Tech-savvy agents will become the norm as AI reshapes CX roles to prioritize specialized skills, expanding agents' responsibilities to include advanced technical expertise and deeper technology understanding.
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