Generative AI is all anyone in the nitty-gritty customer experience tech seems to be talking about. Yet, there are other trends transforming the market too.
Proactive customer communications, conversational analytics, and agent experience are just some of those at the core of conversations that CX leaders have every day.
Of course, generative AI may tickle each of these. Nonetheless, we wanted to scratch below the surface of the flashy headlines and learn how various technologies can make a tangible difference to CX today (pun intended!).
As such, we got in touch with some of the tech providers pioneering various subsets of CX, from enterprise collaborations to conversational AI.
These providers – each a winner at our annual CX Awards - put forward their sharpest minds to engage with us, dissecting some of those most significant trends touching the CX space.
In doing so, we put together a treasure troth of conversations, which include many golden peals of insights that will allow CX captains to steer their teams in the best possible direction.
Yes, welcome to our CX Trends 2023 series. Here is a sneak peek of some sessions you won't want to miss.
Trends Videos to Watch Out for
Here is a taster of the CX Trends videos available now!
- Designing and Delivering a Proactive Customer Service Strategy
Now for the elephant in the room… ChatGPT. Yes, there is a lot of generative AI information out there. However, it's tricky to read between the lines.
Nevertheless, it's challenging to get right. Indeed, 2022 Gartner research suggested that flawed proactive outreach programs do more harm than good.
Thankfully, Jono Luk, Vice President of Product Management at Webex, joined us to share tips and tricks to avoid all the possible pitfalls of building such a strategy.
Want to watch the session? Check it out here: Designing and Delivering a Proactive Customer Service Strategy.
- How AI Assistance Can Help Your Business's CX Proposition
The conversational AI space is awash with vendors all vying to automate more customer conversations and – in doing so – pushing innovation forward at a record speed.