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CX

CX pros focused on AI & automation investments

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Talkdesk’s The Future of AI 2022: Progressing AI Maturity in the Contact Center report indicates that despite consensus (85%) around the value of artificial intelligence (AI), companies are hedging their approach by continuing to invest, but curbing deeper deployments in the near-term due to challenges around organisational alignment, security, and gaps in talent.

As customer service expectations grow across every type of industry – from retail and consumer goods, to financial services and insurance, even healthcare – fast-moving organizations are gaining a competitive edge by using AI and automation to deliver better service and boost productivity.

To reap the benefits and avoid being left behind, 79% of customer experience (CX) professionals say their company plans to increase investments in the year ahead. Fifty-two percent acknowledge that without AI and automation, customer satisfaction will decrease; 48% expect a decline in contact center team productivity. Yet, the use of AI and automation in contact centers has scaled back; for example, their use in self-service declined from 69% in 2021 to 60% today.

Implementing new technology always represents an uncharted territory for companies and AI is no different. The former rush to embrace AI initiatives appears to have met with the reality of the challenges companies are facing, primarily around three key areas:

1. Misalignment on AI business goals

CX professionals report less confidence in their own understanding of AI. The percentage of those saying they feel moderately to extremely familiar with AI in the contact center dipped from 93% a year ago to 87%. Similarly, the number of respondents characterizing their organization’s application of AI technology as more advanced fell to 35%. Resistance to change within their organizations and lack of strategic vision were commonly cited hurdles.

2. Security risks and IT challenges

Eighty percent believe AI will improve identity and authentication security within the next two years. Nearly as many (75%) agree further that AI technology will allow customer data to be more secure than with a live agent. The belief that AI will improve security seems to contradict findings that security is a key barrier to AI deployment; however, half of the respondents attribute security concerns to the limitations of legacy contact center infrastructure.

3. Lack of in-house AI expertise

Another common obstacle to advanced AI implementation is the lack of AI professionals who can build, train, and maintain AI solutions. New technology, such as human-in-the-loop tools, can help democratize the use of AI in the contact center, making it easy for agents to train and maintain AI models without the need for specialized programming skills. According to the survey, 15% of companies are already taking advantage of these emerging tools.

“As contact centers continue to evolve from cost to growth centers, falling short on AI maturity can negatively impact not only the most important contact center KPIs, such as customer satisfaction and productivity, but also broader business goals tied to revenue and lifetime customer value,” said Ben Rigby, Talkdesk senior vice president and global head of product and engineering, AI, automation, and workforce. “Working closely with a CX technology partner that has deep AI expertise can allow organizations to break through the barriers to deployment and achieve their AI ambitions.”

Download the full report here.

Disabled customers not sharing personal circumstances with retailers and services

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More than three-quarters of disabled consumers have not shared their support needs with businesses and organisations when accessing essential services, according to the latest research from Experian.

Some 85% of disabled consumers and those with support needs said they had not explained to their bank or building society how they could be better supported when interacting with them, a trend repeated with credit card (90%) and pension providers (91%).

For those that have shared their support needs, 70% are satisfied with the extra support they receive – demonstrating that the support can be put in place once organisations are aware of people’s needs.

The findings come as disability experts, campaigners and businesses call for contributions to a new community driven, open-sourced website which aims to improve accessibility for people when dealing with businesses and other organisations.

The Support List (www.WhatWeNeed.Support) has been created in recognition of the challenges faced by those with additional support needs. It has been driven by leading disability and accessibility specialists, Dan Holloway and Chris Fitch, and informed by the lived experiences of more than 1,400 disabled people and those with additional support needs.

Those behind the project, including main sponsor Experian and other firms including Lloyds Banking Group, NewDay, HSBC, Co-Operative Bank and Tesco Bank, are hoping members of the disabled community will share their experiences to allow the List to expand its guidance, allowing it to incorporate a wider range of support needs over time.

The list is intended to be a publicly available starting point to promote dialogue between disabled people and those with additional support needs, and businesses looking to support the needs of their customers in delivering products and services.

It is a broad list, initially focusing on the areas of sight, hearing, and mental health and dementia, and outlines consumer preferences in the following categories:

  • Telephone communications
  • Written communications and in-person meetings
  • Communication preferences
  • Other support needs

The list will expand over time to cover more disabilities, vulnerabilities, and circumstances, informed by the lived experiences of contributors, and then tested by organisations to see how readily they can be put in place.

The ambition is that the Support List will be used to develop standardised approaches and responses to those with disabilities and support needs, which can be used across multiple industries and sectors, to benefit people with support needs anywhere in the UK. It will be iterated over time based on feedback from consumers and industry.

Dan Holloway, Co-convenor of the Futures Thinking Network at The Oxford Research Centre for the Humanities,said: “As disabled people we are used to having to repeat often highly personal, information to every organisation disabled people deal with, just to be able to access services others take for granted. We hope that this project will help break the cycle of exhaustion and trauma that has such a disastrous impact on our lives.”

Chris Fitch, Consumer Vulnerability Lead at the Money Advice Trust, and Research Fellow at the University of Bristol said: “Firms have a legal, regulatory, and business imperative to make changes that allow disabled and vulnerable consumers to access and use their products and services.  Support List connects firms with people – so firms can understand the changes people need, and disabled and vulnerable people can change the way firms understand their needs.”

Paul Speirs, Managing Director, Digital Consumer Information, Experian UK&I, said: “I am proud that Experian has played a role in supporting the creation of the Support List resource over the past year. We hope the website will act as a catalyst for knocking down barriers that are faced by disabled and vulnerable people every day.”

Kathryn Townsend, Government Disability & Access Ambassador (Banking Sector), said: “Companies that provide services on an on-going basis, such as finance, energy and telecommunications, have a unique opportunity to deliver personal, accessible experiences for their customers – and yet many disabled people still face barriers.

“The financial services industry has been leading the way on accessibility, but there is more that can be done across all sectors. The Support List provides a welcome resource which puts disabled people’s voices at the heart of the solution, and will hopefully help address some of the challenges that companies cite.”

The benefits of introducing bots into your business 

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By Woven

We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer great service. 

So, what is a bot and why do I need one? 

Bots in the context of customer service are effectively software programs which simulate human conversations across either voice or text. 

Bots have huge natural advantages: 

  • They work 24/7/365 providing instant customer support 
  • Increase first contact resolution with automated responses 
  • Reduce service costs and increase efficiency 
  • Improves customer experience  
  • Provides an automated feedback survey to produce insights  
  • Real-time content management    

Do you want to create personalised and dedicated customer experiences?  

Then you need a trusted outsourcing partner! Woven’s bespoke technology integrates seamlessly into your legacy systems with ease and speed.  

Contact us today to see how we can help your business 0333 103 7337 / hello@wearewoven.com.

5 ways digital technology is improving the utility service experience

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By Tony Corlett, Commercial Enterprise Client Director at Maintel

The current utilities market has never faced greater competition or demands from regulators. However, adopting digital technology can significantly improve the overall utility service experience; from engaging and retaining customers, to adhering to regulation.

It’s easy for organisations to be overwhelmed by the myriad of services and technologies that are available to help them improve competitiveness or compliance. Selection of the appropriate technology and delivery partner is key to success.

Failure to effectively choose and integrate new technologies can have significant repercussions and affect relationships with customers, regulators, and ecosystem partners.

New technology can help utility organisations to improve operational efficiency, resilience, and compliance. Through integration of the online and on-phone experience, reducing costs, and empowering employees, digital technology has an important part to play in improving the utility service experience:  

  1. Improving customer experience

A great customer experience is paramount for utilities; from sales to in-life service, expectations are high, and competition is intense. This pressure comes in many guises, from industry peers, to resellers and comparison websites. So, the service experience must be easy, informative, and available through a range of contact channels. Failure to quickly meet customer expectations can result in them easily moving to another supplier.

Digital technology can significantly improve customer satisfaction by delivering systems that can provide information, handle calls efficiently, and integrate online and on-phone communications. Also, information provided during a service disruption or outage can significantly reduce customer frustration and improve overall call handling efficiency.

Services such as contact centre and unified communication solutions can help address the above challenges and improve the utility customer experience.

  1. Enhancing employee productivity and satisfaction

New technology now allows utility organisations to enable a more empowered and flexible workforce and therefore drive greater productivity. Ensuring that employees are engaged, motivated, and digitally empowered is key to maximising efficiency. Utility organisations typically depend on good internal communications to operate effectively, and so designing and integrating an effective workplace communication infrastructure is critical to improving the overall employee experience. Using technology to automate processes and free teams from repetitive tasks significantly helps drives efficiency and allows a focus on providing a great supply experience. Conversely, not harnessing new technology can undermine operational efficiency and restrict employees’ ability to deal with customer enquiries.

  1. Increasing security and ensuring compliance

Utility companies have unique safety requirements and often operate in high risk environments, with stringent compliance and security regulations across the entire organisation. Network security, protected data, intrusion protection, virus detection and removal are critical requirements for all utilities. Ensuring the safety and compliance of these organisations is essential to enhance cyber security and prevent threats including viruses, hacking, piracy and DDoS attacks. Leading-edge technology can help prevent breaches which could result in the loss of customer data or operational failure, both of which can be catastrophic for any utility organisation.

  1. Optimising organisational resilience

Organisational resilience is a priority for any utility organisation, both for competitiveness and for regulatory compliance. Installing a highly secure network solution ensures that multiple devices and locations can be seamlessly connected. This enables telemetry and usage data to be captured and analysed to optimise energy network performance and customer consumption. Networking technologies can also be used to monitor utility distribution infrastructure and help avoid leakage and wastage problems by allowing instant and secure access to critical system data. A highly resilient utility organisation is better positioned to sustainably serve the long-term needs of its customers.

  1. Operational efficiency

Managing costs and ensuring operational efficiency is critical for any utility organisation. Replacing old technology with more effective alternatives can lower support costs, improve the ability to collaborate and increase resilience. Proactively monitoring networks and usage patterns can also help to reduce wastage, minimise consumption and deliver sustainability. By using technology to monitor energy consumption, not only can the optimal supply and distribution balance be achieved but customers can also receive real-time consumption information to help them reduce their usage. In addition, digital transformation offers a convenient opportunity to simplify infrastructure by consolidating to fewer suppliers. Using a variety of technologies from disparate vendors is complex to manage and not always cost-effective.

WEBINAR: Staff wellbeing and engagement in your contact centre: Why your business success depends on it

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Join MaxContact and CX & EX expert Natalie Calvert as we discuss how improving staff wellbeing and engagement is more important than ever to ensure business success in your contact centre.

With 72% of contact centre workers saying they are burnt out or facing burnout, and the ‘great resignation’ hitting the UK contact centre industry hard, how do you look after your employee’s wellbeing, keep them engaged with your business and drive business results?

By attending, you’ll have the opportunity to:

  • Find out why investing in employee wellbeing is key to successful business’ performance
  • Learn how to engage staff to improve retention rates and hit targets and KPIs
  • Discover key wellbeing and engagement initiatives to implement in your business now
  • Ask the experts in a live Q&A – Natalie has led over 100 customer and employee experience transformations across the world.

About our speakers:

Natalie Calvert: CX and EX executive coach, Natalie Calvert, has led over 100 customer and employee experience transformations across Europe, Asia, the Middle East and the USA. Natalie helps transform business culture, with her proven track record having impacted over 200,000 employees globally.

Sean McIver: With over 15 years experience in various roles and industries within the contact centre industry, from the front lines to looking after teams and systems, Sean has a wealth of industry knowledge. Now a Product Owner at MaxContact, Sean focuses on delivering the vision and objectives of MaxContact’s customer engagement platform, ensuring the customer voice is at the heart of every decision.

Click Here To Register Your Place

Heralding the new age of the chatbot

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By James Stokes, Enterprise Team Lead UKI, Infobip 

When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer experience.

We’ve seen plenty of dynamic use cases of robots in modern day retail, from Amazon introducing automated retail through their digital Amazon Fresh grocery stores and robot-powered micro-fulfilment, to a whole host of organisations investing in chatbots to provide assistance to online shoppers.

And with Insider Intelligence predicting that consumer retail spend via chatbots worldwide will reach $142 billion by the end of 2024, we find ourselves asking – is the chatbot leading the way of today’s digital-first economy?

The age of the chatbot

The scale and potential of robotisation boils down to its role in improving CX. We’ve seen during the pandemic that consumers prefer a blend of approaches when interacting with brands – and the retail industry is investing in new ways to enable this.

For some time, we’ve spoken of chatbots as ‘the future’. Yet we’re well past the tipping point of automated conversation as a new and emerging technology. According to research, 60% of people have engaged with a chatbot in the last year, and 35% of consumers say they would like to see more companies taking advantage of chatbots. Chatbots are now simply part of modern life, accelerated by the pandemic and an increased desire from consumers to engage with brands instantly and digitally. For businesses, this means embracing automation to greet customers at the digital front door, on a landing page website, or providing support for FAQs by making sense of what’s been said, understanding intent, and generating a suitable answer.

Breaking down the CX advantages

Businesses shouldn’t view implementing a chatbot as a tick-box exercise. Robotisation like this has real, tangible benefits in terms of automating services, reducing pressure on human agents, and the provision of instantaneous communication.

Not only are chatbots proliferating in retail settings, but the next generation workforce is heralding their use in corporate environments.Gartner predicts that in 2022, 70% of white-collar workers will interact with conversational platforms daily, given that chatbots cater to millennials’ demand for instant, digital connections that keep them up to date.

The crux of their effectiveness is the immediacy of response. According to Google, over half (53%) of website visits are abandoned if a mobile page takes longer than 3 seconds to load. Tech dependency means we’re becoming more impatient with slower services, and chatbots can help approach this challenge by dispensing wait times with human agents. Chatbots can initiate the conversation, asking for an overview of why a customer is enquiring, and potentially being able to answer the question through rule-based software. In the instance a more sophisticated response is needed, the chatbot can then hand this over to dedicated customer service teams, ensuring all relevant context is at the agent’s fingertips, so they can provide the right support.

Advancements in chatbot tech

Chatbots are nothing new, yet misconceptions still exist around their efficacy. Years ago, rudimentary chatbots could only answer very basic questions, and would prove inadequate replacements for speaking to a human agent. Today, however, artificial intelligence (AI) chatbots are trained to understand customer intent through Natural Language Processing (NLP). Customers don’t have to stick to a set script as the chatbot is able to make sense of what’s been said, understand the intent, and generate a suitable answer. This makes interaction much more natural and avoids scenarios where deviation from the script drives the conversation to a grinding halt. And, thanks to machine learning, these chatbots get smarter over time as they’re exposed to more conversational data. A report by IBM found that chatbots can answer 80% of questions.

To capitalise on technology advancements in this space, French luxury fashion brand DIOR Beauty recently launched an industry-first campaign with global influencer Jisoo. Users can interact on WhatsApp in a way that lets them feel like they’re talking to Jisoo – they can choose the type of content they want to receive, from themed videos to exclusive behind the scenes footage of Jisoo’s life as a brand ambassador.

Harnessing chatbot capabilities to deliver enriched communications like this means that brands can connect one-on-one without the challenge of ensuring individual human interactions. Yet, when necessary, the switch from chatbot to human agent is imperceptible, as part of a consistent, seamless digital service.

Chatbots as a force for good

Instant communication through chatbots has positive effects in terms of keeping customers engaged and informed. Not only are we seeing chatbots make CX waves in the private sector, but they can also be used as tech for good.

In response to the COVID-19 pandemic, several public and government health organisations across the world were faced with the challenge of providing up-to-date information quickly and at scale, whilst also combatting misinformation. For many, the answer was using chatbots to alleviate pressure on contact centres, who were already facing a significant influx of calls, while ensuring the public had access to the latest advice and guidance.

These chatbots, built by Infobip and WhatsApp, were easily accessible over a publicly available number. Contact was initiated by the user through entering a number in their contact list and sending “Hi”. This started a dialogue with the WhatsApp chatbot, where users could choose from a list of topics depending on the information they were looking for.

Chatbots like this were used across the globe – from the UK to India – to ensure the right information was accessible 24-7, and so contact centres could function as efficiently as possible during an exceptionally busy time.

Final thoughts

Customers expect to reach businesses whenever they want, wherever they want, and for the experience across each channel to be integrated and seamless. A customer might discover your product on Instagram, send a direct message on the app for more information, go to your website for purchase, and then remain in touch via WhatsApp for ongoing support. At every stage they expect consistency.

Chatbot messages, WhatsApp updates, email confirmations – these can all be managed by an invisible robotic hand, to keep customers updated and satisfied across a plethora of channels. Robots aren’t gadgets and gizmos that have no purpose – they are here to stay, and their involvement in boosting CX will only grow.

74% of brands think they’re providing good or excellent personalised experiences – consumers disagree

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Research has revealed a trust gap between UK brands and consumers – while 74% of companies state they do personalisation well, less than half of consumers (42%) agree.

Despite this, both parties agree that personalisation is key to increasing brand loyalty, with UK customers spending 43% more on their products when engagement is personalised. And while 70% of them believe that personalisation increases brand loyalty, 83% of consumers hold this view globally.

That’s according to to Twilio’s third annual State of Customer Engagement Report, which reflects findings from a survey of 3,450 business leaders and 4,500 consumers across 12 countries, including the UK.

With tech giants like Amazon and Netflix setting the benchmark for personalisation, customers now expect brands to deliver accurate, tailored customer services and experiences.

According to the survey, 70% of UK consumers believe that having personalised interactions with brands increases their chances of going back to that brand for a product or service, building positive relationships and increasing brand loyalty. This is even higher on a global level, with 83% of consumers agreeing that personalisation improves customer relationships with a brand.

Companies are in agreement on the importance of personalisation in their customer engagement strategy, as this translates into increased spend. Brands report that UK consumers spend 43% more on their products when interactions are personalised. For companies in the retail and eCommerce industry, personalisation is even more critical, with 91% of these companies rating personalisation as ‘extremely’ important for their customer engagement strategies.

Although consumers and brands agree on the importance of personalisation, consumers have a distrust of the way that brands are using their personal data. The survey reveals a trust gap: while 97% of UK businesses believe that their customers trust them to protect their data privacy, only two in five UK consumers (39%) have faith that these businesses will do so.

The results reveal that lack of transparency is the main reason customers have trouble trusting brands with their data. Findings suggest that 39% of UK consumers believe companies aren’t clear about how organisations use their data, and 40% don’t believe that businesses use only first-party consented data in their personalisation. Building strong relationships with customers, using personalisation, therefore requires businesses to address trust issues around data handling to add reassurance.

Other key findings from the report include:

  • Brands need to become less reliant on third-party data. Significantly, 82% of UK companies have complete or substantial dependence on third-party data and would therefore be negatively impacted by losing access to it. With brands facing a cookieless future, first-party data will become more important to help them to understand and accommodate their customers with engagement strategies that meet expectations and needs.
  • Businesses already recognise the importance of first party data. In fact, 96% of UK companies agreed that first party customer data insights lead to a better customer experience, with nearly half (47%) strongly agreeing.
  • Companies also understand the potential value of compliantly using customer data well. Data shows that nearly all UK businesses (97%) agree that fully owning and using customer data will be their biggest growth lever over the next three years.

You can read the full report here.

WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?

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Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online!

84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first?

Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that the absence of customer-first thinking often brings longer contact-centre wait times & more effort, resulting in enhanced frustration & unhappy customers.

In the webinar session, you’ll discover why, and the expert panel will share top tips on how to create a CX culture that will help you achieve those all-important business objectives, including:-

  • How organisational culture is holding your fellow financial services peers back from achieving their CX goals
  • What CX leaders across financial services see as the most important factors in CX design
  • Common misconceptions on building and sustaining a strong internal CX focussed culture
  • Get actionable insight on how to develop a sustainable CX culture in your business

If you have any questions about the webinar content, please contact Boyden Manns at Boyden.manns@davies-group.com.

You can watch the full webinar below:-

Webinar: Financial services organisations struggle to create a CX culture built to last – but why? from Davies Group on Vimeo.

 

Harnessing digital tech to enable personalised CX in 2022

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By Brian Atkinson, Vice President and General Manager EMEA, Five9

These five trends outline why we can expect more companies to harness digital technologies in 2022 to enable smarter, more personalised customer experiences…

1 – Replacing legacy infrastructure with digital tech

2022 must see the complete uprooting of the ‘press 1’ tree of frustration that is IVR. With accelerated investment across channels such as webchat, SMS and WhatsApp, investment in voice and call experiences is sorely lacking. Reliance on mazes of IVR routing continues to waste customers’ precious time and often fails to provide the solutions they need.

This needs to change, and we are already seeing forward-thinking organisations enhancing the voice experience through next-level IVA (intelligent virtual agents) technologies that shift away from poor, legacy IVR technology and into a natural language, conversational experience underpinned by AI (Artificial Intelligence). It’s time to embrace seamless customer experiences powered by modern technologies and consign frustrating IVR experiences, bogged down in obsolete technology, to the bin.

2 – Empowering human agents with intelligent automation

AI has been slow to realise its potential while organisations have been asking what it can actually deliver in the CX arena, and how. The confusion is now lifting as we are seeing how AI capabilities can holistically impact the entire customer journey. We’re now at a point where we can entrust a ’digital workforce’ of intelligent virtual agents, underpinned by AI to deliver experiences for us.

With practical AI beginning to crystallise, we’ll see customer service increasingly powered not only by humans who have rich data and insight at hand, but by digital agents that can also respond to many requests intelligently. With more AI deployments coming to life in the next 12 months, this interest will turn from curiosity to action. We will see more organisations seeking to harness AI to enable a digital workforce of intelligent automation while empowering ‘real-life’ customer experience agents to deliver that ever-vital human touch.

3 – Shifting from siloed customer data to boundaryless data access 

We’ve been talking about silos for many years but are now truly starting to see those break down, especially in the large enterprise. In the next 12 months, organisations that want to exercise innovation must focus on ending data silos and embracing boundaryless and secure access to data across their systems. Opportunities for automation, AI, machine learning – and even some of the most basic insights are being lost due to continued siloing of data.

This can even go beyond stamping out internal silos, to embracing a decentralised data link approach, leveraging technologies like blockchain, and using cloud-based AI services by vendors such as Google or IBM Watson. Here, third-party services can anonymously analyse millions of customer interactions to help train natural language processing systems, for example. This feeds back into application innovation for all. For example, the development of automated dashboards for agents, who can gain amazing insight into the customer, immediately, at the right time and the right place. Without boundaryless data, this type of innovation cannot be realised.

4 – Enabling empathy-driven customer experiences 

With supply chain issues looking to roll forward into the next year, there must be a continued focus on empathy as part of the customer experience. While organisations may not be able to exert control over many of the variables affecting the supply chain – chip shortages and port blockages, for example – they can return to the six pillars of customer experience, in particular empathy, personalisation, and effort.

This means clear and regular communication, flexibility and understanding. At its most basic, sticking to rigid returns policies at a time like this won’t serve anyone. Levelling up, this can mean offering customers personalised options when disruption does hit. For example, if a customer has ordered a new car and we know that chip delays will delay delivery, can they be contacted in advance to choose whether the cruise control option they selected is essential, or just a nice to have? If not, perhaps they would be happy to accept a different model sooner?

Resolving frustrations and ensuring that customers feel heard and valued will have higher stakes than ever. For example, our research shows that nearly half (47%) of consumers said they are likely to share negative experiences from online shopping on social media platforms. This proves that retailers are just one bad interaction away from a social storm, threatening brand loyalty across the board.

It’s not about delivering the impossible, but about having the data and tools we need to be able to communicate empathically and provide options and flexibility. Technology can help identify these opportunities and then deliver feedback on how that flexibility was received by the customer, helping to power the next experience, for the next customer. As such, technology will open more doors for companies to deliver empathy-driven, personalised experiences that engender loyalty even in the face of disruption.

5 – Cloud ubiquity to underpin personalised CX 

Without widespread cloud adoption, none of the previous innovations will be realised. Innovative organisations know that, and 2022 will see the continuing march towards cloud ubiquity enabling smarter, more powerfully personalised customer experiences. The benefits of cloud adoption are myriad: flexibility, reliability, agility. Testament to that, around 75% of organisations are now taking a cloud-based approach to customer experience.

Both smaller organisations and large enterprises are moving to cloud models to take advantage of the latest technologies powering application development, such as Kubernetes and Docket Containers. When it comes to novel adoption of AI, of NLP and IVAs, cloud is the enabler. It allows organisations to take advantage of third-party innovation, layering of APIs, and access to capabilities way beyond the capabilities of on-premises. In the next 12 months there is no question that the cloud will dominate customer experience conversations, and those that are still wavering are set to get left behind.

REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?

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After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report.

Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, from developing effective CX – and how they are navigating the current accelerated pace of change.

Download Davies’ free report to find out more about:

  • The critical issues obstructing organisations in creating memorable CX, such as complex legacy systems and lack of technical expertise
  • Omnichannel and why 99% of organisations want to be it, but only 26% believe they already are
  • Sustainable CX design and how 62% of organisations said they need to be able to rapidly adapt to keep ahead of CX expectations

Click here to download