Ways to Improve CX: AI, Engagement, and Innovation
The global customer contact landscape is evolving faster than ever before. Businesses are no longer approaching customer experience (CX) and employee experience (EX) as ad-hock initiatives—they’re leveraging AI and generative AI (GenAI) in more targeted ways that drive measurable results. This is giving rise to innovative business models that can better handle increased call volumes and remote work models, while tying together channels like email, social media, video, webchat, and chatbots.
Are your teams equipped to capitalize on the latest advancements in CX and EX technologies?
As we move into 2025 and beyond, Frost & Sullivan’s portfolio of studies on the CX transformation reveal actionable intelligence on the following:
- Hyper-personalization for customer satisfaction (CSAT): Personalizing interactions with conversational AI, sentiment analytics, intelligent virtual assistants (IVAs), and integrated knowledge management systems (KMS).
- Enhancing employee journeys with AI: Leveraging agentic AI and workforce engagement management (WEM) for optimizing agent performance, upskilling initiatives, and enhancing collaboration.
- Emerging opportunities in chatbots, CX verticalization, integrated UCC, hybrid contact centers, and more!
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Insights You'll Gain from this Article:
Growth Opportunities
Growth strategy implementation for enhanced service differentiation in CX:
- Improving customer CSAT
- Boosting employee engagement
- Leveraging AI and GenAI
Strategic Imperatives
Forces impeding provider and customer growth, along with ways to navigate them:
- Disruptive Technologies
- Industry Convergence
- Transformative Megatrends
- Internal Challenges
Companies to Action
Key players, innovative solutions, and top providers in:
- Cloud contact centers
- Workforce engagement management (WEM)
- Contact center automation tools
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