Position Your Contact Center as a Strategic CX Hub

CX Trends for 2024

Hear what five industry experts say are the top trends for accelerating your customer and employee experience in 2024.

Technology Is at the Heart of Contact Center of Excellence

For the organizations at the forefront of positioning the contact center as a strategic hub of customer advocacy and insight, technology helps to streamline data sharing. It also provides access to real-time insights from across touchpoints. CX leaders and their peers in other lines of business can act on that data and insights.

One key technology is a robust cloud platform that integrates solutions such as CRM systems, enterprise resource management, unified communications and workforce planning tools. CX leaders globally say the top benefits of a cloud-based CX platform are better access to data across channels and the ability to add new capabilities, channels and functionality faster than with on-premises systems. This agility and connectedness are key reasons why 71% of CX leaders say implementing a customer experience platform that integrates systems is a top technology priority. Half of leaders say the same about connecting data and technology to deliver an omnichannel experience.

More than half of CX leaders believe data ad analytics tools have the most value for improving the customer experience. And 57% consider real-time analytics to be extremely valuable. Executives who are leading the charge listed “enhancing analytics for real-time insights, analytics and reporting” and “using data and AI for customer understanding and personalization” at the top of their CX strategic agendas for the next two years.

And there’s good reason why. Cloud-native platforms that are flexible and focused around microservices and open APIs will pave the way for greater connections across teams and channels. These capabilities also make it easier and more secure to share data in real time — at lower cost and with fewer risks. The ideal cloud-based CX platform provides access to a best-in-class ecosystem, unifies data and communications, and supports organizational collaboration.

Additionally, artificial intelligence (AI) and analytics enable these customer-centric organizations to access and share customer insight across teams.

Some organizations are using solutions such as conversational AI to triage interactions in one channel and direct customers to the next best (other) channel or employee. And many use tools like predictive engagement — proactively engaging specific customers with an action or resource to drive conversion. Predictive routing is also helpful, by routing interactions to employees best able to resolve them. The ultimate goal is to personalize the customer experience, often drawing from cross-channel and cross-functional data to drive optimal actions.

Strategic CX and the Best Way Forward

Consumers worldwide say the type of personalization they prefer most is getting the services they need, when they need them, in the channel they prefer. And 80% say they’ll buy more — more often — from brands that consistently personalize their service experience. Plus, those loyal customers will then recommend those brands to others.

The best way to gain the loyalty and revenue benefits of giving customers what they want is to position the contact center as a strategic hub of customer advocacy and engagement. Supported by a cloud-based CX platform and advanced AI, this will ensure smooth data and insight sharing across channels and functions to deliver uniquely personalized, seamless end-to-end journeys. And that empowers organizations to deliver more empathetic customer experiences that help them drive long-term profits.

To learn more about contact center trends and innovations, watch this on-demand webinar “Navigating the future: CX and EX trends for 2024.”