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December 6 2024

Who’s Leading the Charge in Customer Experience? | Call & Contact Centre Expo 2024

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Who’s leading the charge in customer experience?

In contact and call centres up and down the country, customer experience is what it’s all about.

Who delivers the best is partly down to technology providers moving the industry forward.

It’s possible we may have met some of them at the Call & Contact Centre Expo 2024…

Watch now to discover a few hidden insights.

New technology

Increasingly, call centres are turning to emerging technologies such as automation, and AI in order to offer a better service and better experience to their customers. 

AI is almost certain to have an increasing role, with a number of the people we spoke to at the Call and Contact Centre Expo, working for an organisation with an AI based product. It’s predicted that the percentage of interactions between customers and an AI based call centre agent will increase from 2% in 2022 to more than 15% by 2026, and double again to 30% by 2031. That’s a long way off but it’s already clear to see what benefits exist. 

The likes of boost.ai, represented by Adam Rathbone, and Puzzel, represented by Jordy Van Gent, are both examples of tech companies, that provide AI led customer experience platforms. 

We met another similar company in Zingly, over at Money20/20 USA, who spoke about the importance of a hybrid approach to CX. 

Customer driving the industry forward

Understandably in the video above, a lot of the speakers and attendees wanted to give a shout out to their own company. We’ll allow it.

And there’s no doubt they all have something to offer in this ever shifting landscape. However we were most interested to hear from the likes of Andrew Pattie from Sprinklr who pointed out that the main thing driving the industry forward is, believe it or not, the customer.

Ultimately all they do and create is in service of the customer, and the innovations taking place, should ultimately be about reaching and serving them better.

Watch more videos from the Call and Contact Centre Expo 2024, right here.  

  1. APIs Driving Embedded Finance Innovation

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  2. FinScan’s AML Software Solutions Integrate with LSEG World-Check On Demand

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  3. Sixfold Launches Referral Agent: Turning AI Insights Into Instant Underwriting Action

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  4. MoneyGram and Plaid Expand Open Banking Partnership to Europe

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  5. Nium and Emirates NBD Expand Real-Time Cross-Border Payments Across the Middle East

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