Tools and technologies transforming CX work.
Our key take-aways
Here we explore the key insight Tools and Technologies for Exceptional Customer Experience from the recent “Customer Experience and the Future of Work” review, sponsored by Genesys and conducted by MIT Technology Insights.
The “Customer Experience and the Future of Work” review, sponsored by Genesys and conducted by MIT Technology Insights, explores how organisations have adapted their CX workforce and processes in the post-pandemic era. Based on a global survey of 800 senior executives and featuring insights from interviews with business leaders and academics, this report reveals the significant progress made in using tools and technologies to enhance contact centre efficiency and performance. These advancements are reshaping the customer experience landscape from AI-enabled chatbots to process automation.
The report highlights how businesses must leverage tools and technologies to transform CX work and deliver exceptional customer experiences.
Support agents from every angle: Andrew Hume, CEO of Probe CX, emphasises the need for technology and processes to provide CX employees with insight into their surroundings. Hume suggests using AI-enabled natural language tools and biometric recognition to enhance decision-making during customer interactions. Intelligent steering can streamline conversations, leading to more satisfying resolutions. These technologies empower agents to deliver personalised, efficient, and empathetic service.
So how can you leverage tools and technologies to transform CX work and deliver exceptional customer experiences?
Develop career paths inside and outside the contact centre.
The report underscores the value of modern CX employees who possess strong analytical skills, technological proficiency, and a deep understanding of customer journeys. These individuals serve as a talent factory for the CX function and other departments within the organisation. The report advocates for creating career paths that enable CX staff to reach their full potential, offering resources and support for their professional growth. By nurturing talent, organisations unlock the true potential of their CX teams.
Make learning a part of the culture:
While training programs are common in contact centres, meaningful learning and development opportunities still need to be explored. CX leaders are urged to go beyond tactical productivity tips and establish immersive and ongoing learning platforms aligned with employees’ goals. Fostering a culture of continuous learning drives innovation, skill development, and job satisfaction among CX employees. AI technology is playing a crucial role in identifying individual learning needs and providing targeted solutions in real time, enhancing employee performance.
The Rise of AI-enabled Chatbots:
The report reveals that by 2024, 90% of respondents expect to use AI-enabled chatbots for customer self-service. These intelligent bots streamline customer interactions and gather vital intent data. With this information, human agents can provide personalised assistance in the contact centre. AI analysis of real-time interactions and scraped data enables organisations to achieve more satisfying customer and agent outcomes.
Overall The MIT Technology Insights report, “Customer Experience and the Future of Work,” sheds light on how organisations have adapted their CX workforce and processes in the post-pandemic era. Leveraging tools and technologies, organisations transform CX work to deliver exceptional customer experiences. Organisations reshape the contact centre landscape by supporting agents with insights, fostering career growth, and promoting a culture of continuous learning. The rise of AI-enabled chatbots empowers organisations to enhance customer self-service while equipping agents with valuable information. Embracing these transformative technologies and empowering CX teams enables organisations to thrive in the ever-evolving world of customer experience.
