In order to learn more about the solutions and tools that our 50 CX All-Stars will be leveraging in 2024, we asked them to provide details on the tech that they believe will have the greatest impact on their businesses.
Below is a snapshot of some of their responses. You can view their complete answers to these questions and more in CX All-Stars or by clicking a leader’s name to view their full profile.
Given the ubiquitous nature of generative AI (GenAI) in the customer service and experience space right now, several of our All-Stars were all too aware of how popular their answers would prove to be.
This point was typified by Liz Miller – VP and Principal Analyst at Constellation Research – who quipped, “Have you guys heard about this thing called AI?”
And Miller wasn’t the only one to poke fun at just how all-encompassing AI has become.
Shelly Kramer, Managing Director and Principal Analyst at theCUBEResearch, correctly predicted how most would of her fellow All-Stars would answer: “I can't imagine anyone not answering this with ‘Figuring out how to adopt, integrate, and maximize the benefits to be derived from GenAI’ – and that's my answer.”
Whereas Amy Roberge – Head of Global CX Solutions Engineering at Zoom – despite admitting that AI was an obvious answer, also couldn’t look beyond it:
“I have to come back to AI once again on this one. Although it's probably the most obvious answer, it is undoubtedly the technology that will have the most impact on the customers my team works with and how we work internally.
“It is already enabling my teams to spend more time on work that matters, i.e. spending time with our customers, and less time on searching for information and catching up on things they missed.
“And for the customers I work with, AI is a CX game changer when applied intentionally.”
Ellie Sutton, Director of Customer Strategy at Veriteer, also accepted that AI might be a bit of an obvious answer: “As clichéd as it may be, we can't underestimate the impact of AI.
“AI-powered tools and algorithms have the potential to revolutionize customer experience by enabling personalized interactions, predictive analytics, and automation of routine tasks. Used and adopted properly, we can better understand customer preferences, anticipate their needs, and deliver tailored solutions in real-time.
“There's no doubt this will be advantageous in driving business growth and competitive advantage in a rapidly evolving market landscape however should be adopted with care and total understanding of the impact on the customer otherwise the risk of my previous comment comes true!”
A Gen-AIisance
Despite the playful comments above, the majority of our All-Stars were forthright in their belief that AI and GenAI will undoubtedly be the most significant technology for them and their teams in 2024.
Nerys Corfield, Director of Injection Consulting: “The big dipper of the fairground – our new friend – Generative AI. I believe it is going to have a monumental impact on all aspects of the Customer Service world. To support customers and navigate that impact you must have clarity on capabilities, gotchas, and the most valuable/adoptable use cases to operationalize with measured risk.”
Joey Tan, Head of CX, GXS Bank: GenAI’s potential to transform customer interactions through advanced personalization and automation is unparalleled. GenAI can analyze vast amounts of data in real-time, offering insights and solutions tailored to the individual needs of our customers.
“This not only enhances the customer experience but also streamlines our operations, making them more efficient and reducing costs; fulfilling the two biggest objectives for us.”
Gidi Adlersberg, Voca CIC Head of Business Line at Audiocodes: “Generative AI without a question will be the technology making the greatest impact during 2024. Generative AI and Large Language Models open up a whole new world of CX and EX use-cases, and 2024 is the year for vendors to leave an early mark on users, and position in the market as early leaders in AI offerings.