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.
As such, these tech providers are thinking in new ways – beyond the relative basics of parroting responses to frequently asked questions – and opening up new possibilities for customer assistance.
Rob LoCascio, CEO and Founder of LivePerson, walks us through some of these while providing more insight into where the industry is heading and how customers, agents, and businesses will benefit.
Want to watch the session? Check it out here: How AI Assistance Can Help Your Business’s CX Proposition.
- Utilizing AI and ChatGPT In the Contact Center
Now for the elephant in the room… ChatGPT. Yes, there is a lot of generative AI information out there at the moment. However, it’s tricky to read between the lines.
How should I prepare? What are the guardrails I need to put in place? What practical applications can I implement right now?
Brónagh Crowley, VP of Sales at Ultimate, helps us navigate all these tough-to-answer questions and more, sharing the same insights she gives her contact center customers.
Want to watch the session? Check it out here: Utilizing AI and ChatGPT In the Contact Center.
Where Can I Watch?
To wade through our complete collection of CX Trend videos, click here!
With each participating tech provider walking away with a 2023 CX Award, our specialist speakers sure know a thing or two about specific subsets of customer experience.
And we have tailored our CX Trends series to cross many of these subsets, so the videos meet the diverse interests of everybody within the space.
So, what are you still reading for?! Check out our videos, capture new insights, and foray further into the vast world of customer experience.
