The theme of Enterprise Connect 2024 centered around maintaining momentum in customer experience (CX) transformation. And attendees Personalization in CX were eager to get all the information they could about strategies and new technologies available to wow their customers and help their agents succeed.
Two topics stood out as change makers for the industry.
Harnessing artificial intelligence (AI) was the No. 1 recommendation for improving CX and EX now – and in the foreseeable future.
Data, specifically how to properly use the mountains accurate cleaned numbers list from frist database of valuable customer data organizations have, was another major topic. AI loses its impact without robust, quality data.
Experts at the show stressed the importance of Personalization in CX getting more actionable insights from customer data to give them the personalization they crave. And equipping frontline agents with the tools necessary to access that data empowers them to resolve customer issues faster. It not only improves customer engagement, but it also alleviates their on-the-job frustrations.
Here’s what industry analysts, consultants and Genesys experts had to say about AI, data and top technologies to include in your customer experience strategy to gain that competitive advantage.
What’s one way AI delivers business benefits in customer and employee experience?
“One area is the agent experience and using tips for creating linkable content solutions like agent assist to help answer tough questions in real time. This means you don’t have friction within the customer experience during an engagement. It improves quality management and performance evaluations. Also, using generative AI to handle interaction summarizations allows agents to get more done.
We’ve seen quantifiable impact there. One early adopter of auto-summarization is saving about five minutes of after-call work per agent. When you think about five minutes across all your agents, that’s significant. That means you’re getting Personalization in CX customers through the queue faster and interactions get a little bit faster. And you can handle more capacity with your current staff.”
– Nathalie DeChellis, Senior Director, Product Marketing, Genesys
“AI is important as we think about modifying phone number list conversations from being more transactional to being more interactive. We’ve seen it already in having conversation summaries — enabling agents to focus on those one-on-one customer conversations rather than having to focus on documenting those conversations. Letting the technology do the summarization improves both the customer and employee experience.”
– Josh Goldlust, VP, Product, Genesys
On top of that, there’s agent-assist capabilities — and that’s something organizations can deploy today to help agents be more efficient in their jobs. They can use that to answer knowledge quicker, to get summarizations at the end of their call. Right from there, you can gain performance efficiencies and improve customer and employee experiences.”
