{"id":436794,"date":"2022-06-19T20:48:02","date_gmt":"2022-06-20T03:48:02","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/top-cx-trend-1"},"modified":"2022-12-14T21:24:55","modified_gmt":"2022-12-15T05:24:55","slug":"top-cx-trend-1","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/top-cx-trend-1","title":{"rendered":"Top CX Trend 1"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_overflow=&#8221;visible&#8221; g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1632952200753{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; 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type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1620814390837{padding-top: 0px !important;padding-bottom: 0px !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-orange&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415507%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642012762633{padding-top: 2.167rem !important;padding-bottom: 2.167rem !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;]<style type='text\/css'>\r .section_wrapper .vc_section.cta-foot { padding-bottom: 13rem !important; } .stack-two li::marker { color: #ff4f1f; font-weight: 500; } .stack-two{ padding-right: 0; } .stack-two .col-lg-4\\\/5 { margin-left: -2rem; } .stack-stats p span.font-swb{ font-size:2rem; line-height:1.889rem; padding-right: 1rem; } .stack-stats p{ font-size:1.444rem; line-height:1.889rem; } .trendy { text-transform: uppercase; } .kraken.navbar{ display: none; } .section_flair{ width: 100%; width: -moz-available; width: -webkit-fill-available; width: stretch; } .footer.main.footer-full { display: none; } body .section_wrapper > section:nth-last-child(2)::after { height: 0!important; } #socx21-panel-nav [class*=\"1\/5\"] { -webkit-box-pack: inherit; -webkit-justify-content: inherit; -ms-flex-pack: inherit; justify-content: inherit; -webkit-box-align: inherit; -webkit-align-items: inherit; -ms-flex-align: inherit; align-items: inherit; } #socx21-panel-nav h4 { font-weight: 400; margin-bottom: 0; font-size: 1.167rem; color: #4e5054 !important; } #socx21-panel-nav .card:hover h4 { color: #FFF !important; } #socx21-panel-nav .card-body { padding-bottom: 0 !important; } #socx21-panel-nav .bgc-orange .card-footer { color: #FFF; } #socx21-panel-nav .bgc-orange:hover { background-color: #23395D; } #socx21-panel-nav .bgc-orange:hover .card-footer { color: #FFF } #socx21-panel-nav .card-footer.arrow { margin-bottom: 0; font-weight: 100; color: #4e5054; font-size: 1rem; } #socx21-panel-nav .component:hover .card-footer.arrow { color: #FFF; } #socx21-panel-nav .card { border-radius: 10px; min-height: 126px; margin-bottom: 3rem; } #socx21-panel-nav .card:hover { background: #FF4F1F; } #socx21-panel-nav .col-md-6:first-child { max-width:15%; flex: 0 0 15%; align-self:center; } #socx21-panel-nav .col-md-6:nth-child(2) { max-width:85%; flex: 0 0 85%; align-self:center; } #socx21-panel-nav img.card-img{ max-width: 80px; max-height: 80px; margin-left: 1.25rem; } #socx21-panel-nav .arrow:hover::after, #socx21-panel-nav a:hover .arrow::after { opacity: 0; } @media only screen and (max-width: 960px) { #socx21-panel-nav .stack-one a.component.card:last-child { margin-bottom: 0rem!important; } #socx21-panel-nav .stack-two { margin-top: 3rem!important; } #socx21-panel-nav .stack-two { margin-bottom: 5rem!important; } .section_wrapper .row .stack-two .wpb_column + .wpb_column{ margin-top:0!important; } .section_wrapper .row .stack-two .wpb_column + .wpb_column .vc_column-inner{ margin-left:0!important; } .stack-two{ padding-right: 30px; } .stack-two .col-lg-4\\\/5 { margin-left: 0; } }\r <\/style>[vc_column_text]<\/p>\n<p class=\"trendy\">Trend 1<\/p>\n<h1>The contact centre will evolve to a full engagement centre<\/h1>\n<p>As the lines blur between customer service, marketing and sales, the contact centre is the hub for all customer interactions. From next-best-action prompts that mesh marketing and service to chatbot-based recommendations that blend service and sales, the contact\u202fcentre\u202fis fast becoming a full customer engagement\u202fcentre.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243; offset=&#8221;vc_hidden-md vc_hidden-sm vc_hidden-xs&#8221;][vc_single_image image=&#8221;415500&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-white&#8221; m_background_color=&#8221;bgc-white&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_id=&#8221;socx21-panel-nav&#8221;][vc_row css=&#8221;.vc_custom_1642709823670{margin-top: -2.167rem !important;padding-top: 0px !important;}&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;stack-stats&#8221;]<a class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/resources\/state-of-cx-report\" target=\"_blank\" rel=\"\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">Customer value, loyalty and growth<\/span>were the most important metrics, said four out of five CX leaders<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a><a class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/resources\/ai-comes-of-age-report\" target=\"_blank\" rel=\"\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">58%<\/span>of CX frontrunners use digital engagement and predictive analytics across the customer experience<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a><div class=\"genesys-image align-center\"><a class=\"video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/ELmTNcoHjZc\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/John-gamberoni-Video-Thumbnail..jpg\" alt=\"John gamberoni video thumbnail.\" width=\"760\" height=\"428\" class=\"rounded-xs\"\/><\/a><\/div>[\/vc_column][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;stack-two&#8221;][vc_row_inner content_placement=&#8221;middle&#8221;][vc_column_inner width=&#8221;1\/5&#8243;][vc_single_image image=&#8221;416549&#8243; si_max_width=&#8221;115px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;4\/5&#8243;][vc_column_text]<\/p>\n<p class=\"font-swb text-36 text-navy mb-0 pb-0\">John gamberoni<\/p>\n<p>Managing Director and Global Contact Centre Lead, Accenture[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1642017072001{padding-top: 1.167rem !important;}&#8221;][vc_column_inner][vc_column_text]The lines are blurring between sales, marketing and service in delivering end-to-end enterprise experiences with the customer at the centre. According to CXOs Accenture interviewed in July 2020, 77% agreed that <a href=\"https:\/\/www.accenture.com\/us-en\/insights\/interactive\/business-of-experience\">investing in CX is a priority<\/a>, up from 38% before the COVID-19 pandemic.<\/p>\n<p>And at the heart of CX \u2014 particularly as businesses have shifted to digital engagement models \u2014 is the contact centre. It\u2019s become the middle of the universe for customer interactions.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">Cutting costs won\u2019t keep you relevant<\/p>\n<p>Companies that embrace a \u201cvalue creator\u201d view of the contact centre substantially outperform those that continue to perceive it as a cost centre. Yet a recent Accenture survey of 2,000 CX leaders found that just 20% of respondents see the contact centre as a value centre and growth driver. Further analysis found that these organisations grew revenue three-and-a-half times more than the other 80% over a two-year period.<\/p>\n<p>Bringing the contact centre under the leadership of a CXO allows businesses to achieve this strategic shift. Having a Chief Customer Officer or Chief Experience Officer with a broad perspective lead cross-functional discussions is vital to breaking down siloed views of the customer.<\/p>\n<p class=\"font-swb text-navy text-36 pt-1\">Companies that embrace a \u201cvalue creator\u201d view of the contact centRE substantially outperform those that continue to perceive it as a cost centRE.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">Connecting sales, marketing and service<\/p>\n<p>Technology is accelerating the need for companies to effectively deliver end-to-end experiences. Artificial intelligence (AI)-based conversational ads, for example, create connections across sales, marketing and service. A customer might come across an online ad for a product or service and start interacting with it to learn more information. At some point, the customer needs to speak with a real person and is then routed to the contact centre, where an agent closes the sale.<\/p>\n<p>Mapping out customer journeys allows an organisation to think end-to-end. Why are customers calling or starting a chat? Where are the interactions occurring and how can we optimise them?<\/p>\n<p>AI can provide answers. If you understand the complete journey, you can determine where to be proactive, what interactions to digitise and where human interactions are critical. And when you optimise the channel mix and interaction models, you can see the added value being delivered.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">Mutually beneficial for employees and customers<\/p>\n<p>Companies are experiencing massive attrition as employees continue to re-evaluate their values and goals during the pandemic. In organizations with a customer-centric culture that elevates the role of the contact centre, employees continually develop new skills and have a greater career trajectory. In one recent report, we found the companies in the top 25th percentile on employee experience had a customer satisfaction score 2X higher than others.<\/p>\n<p>In the future, the contact centre will be viewed as an engagement hub; it\u2019ll be measured on how it delivers exceptional experiences to customers and employees \u2014 as well as its contribution to topline results.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415511%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642016188476{padding-bottom: 9rem !important;}&#8221; el_class=&#8221;cta-foot&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\">Learn more about the state of customer experience<\/h2>\n<p>[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-secondary\" href=\"\/en-sg\/resources\/state-of-cx-report\" target=\"\" rel=\"nofollow\">Get the report<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1642013443858{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221; el_class=&#8221;sticky-top nav-container&#8221;][vc_row][vc_column][vc_raw_html]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[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_overflow=&#8221;visible&#8221; g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1632952200753{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-orange&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415507%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642012762633{padding-top: 2.167rem !important;padding-bottom: 2.167rem !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text] Trend 1 The contact centre will evolve to a full engagement centre As the lines blur between customer service, marketing and sales, the contact centre is the hub for all customer interactions. From [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[16139],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-436794","resources","type-resources","status-publish","hentry","tax_contenttheme2-improve-customer-experience-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436794","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/9"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436794\/revisions"}],"predecessor-version":[{"id":461381,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436794\/revisions\/461381"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=436794"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=436794"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=436794"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=436794"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=436794"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=436794"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=436794"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=436794"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=436794"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=436794"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=436794"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}