{"id":436807,"date":"2022-06-19T21:01:26","date_gmt":"2022-06-20T04:01:26","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/top-cx-trend-4"},"modified":"2022-12-14T21:27:06","modified_gmt":"2022-12-15T05:27:06","slug":"top-cx-trend-4","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/top-cx-trend-4","title":{"rendered":"Top CX Trend 4"},"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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.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 4<\/p>\n<h1>AI will better orchestrate customer journeys, leading a culture shift toward empathy<\/h1>\n<p>Businesses will use advanced, AI-driven systems of listening, understanding, predicting, acting and learning to orchestrate customer journeys across marketing, sales and service to deliver cohesive, empathetic experiences<br \/>\nat scale.[\/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;415665&#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_1642715488473{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-white 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\">Using data and AI<\/span>for customer understanding and personalisation is the #1 strategic priority for CX leaders worldwide<\/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-white vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/resources\/the-connected-customer-experience\" target=\"_blank\" rel=\"\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">87%<\/span>of CX frontrunners say AI enables more empathic customer journeys<\/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\/_c2kAISXQgE\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Bett-Weigl-Video-Thumbnail.jpg\" alt=\"Bett weigl 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;415666&#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\">Brett Weigl<\/p>\n<p>Senior VP of Product Management for Digital and AI, Genesys[\/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]Companies have more customer data than ever before. And they want to make the buying process as easy as possible. So, why doesn\u2019t service work that way? Instead, consumers often take on the responsibility to solve problems themselves, including finding the right resource, and escalating if their issue wasn\u2019t solved correctly the first time. They\u2019re the link between channels to get a resolution.<\/p>\n<p>Today, CX frontrunners use AI to orchestrate better customer experiences. Nearly 90% of these firms say <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/ai-comes-of-age-report\">AI\u00a0allows them to develop more empathetic customer journeys<\/a>. Instead of automating more service interactions, companies use AI to enhance the human aspects of an experience \u2014 sensing, intuition, closure \u2014 across self-service and agent-assisted interactions. Using AI for customer understanding and personalisation is the top priority for CX leaders worldwide.<\/p>\n<p>Driving empathy throughout the customer journey \u2014 putting yourself in your customers\u2019 shoes to anticipate their needs \u2014 isn\u2019t possible without the data-driven listening and prediction capabilities of AI. When you rely on historical data and use outdated segmentation models, and your staff is unaware of who\u2019s calling or why, you\u2019re operating in a bygone era. Your customers (and employees) are up for grabs.<\/p>\n<p class=\"font-swb text-navy text-36 pt-2\">Driving empathy throughout the customer journey \u2014 putting yourself in your customers\u2019 shoes to anticipate their needs \u2014 isn\u2019t possible without the data-driven listening and prediction capabilities of AI.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">AI breaks down organisational barriers to empathy<\/p>\n<p>AI technology helps eliminate customer frustration. It can correctly identify where a customer is in their journey, what they\u2019ve tried to do and how they might feel. It delivers continuous feedback \u2014 essential with automation like chatbots \u2014 not only to ensure customer needs are met but also improve future service. Businesses are using AI In the contact centre to predict what the customer wants to achieve and then route them to the agent who can best assist them.<\/p>\n<p>When these actions happen in real time and at scale, companies are orchestrating customer journeys with empathy. The first step in achieving this is to understand what outcomes you want. Is it a superior customer experience? Is it differentiation? Then, build a model to understand how you\u2019re going to measure success before you start applying solutions just because everyone else is doing so.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">AI is your eyes, ears\u2026 and heart<\/p>\n<p>AI humanises customer journeys and employee experiences and that builds affinity.<\/p>\n<p>The reward for removing frustration points for customers; showing them they\u2019re listened to and understood; and serving them quickly, proficiently, and proactively is loyalty and trust. Research shows that consumers <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx-report\">feel more connected<\/a> to an organisation that remembers them.<\/p>\n<p>AI can also transform the employee experience. CX staff performance is often measured on speed and effectiveness. They\u2019re rarely recognised for taking time to deeply understand and resolve complex customer queries. AI can support them in the moment with next-best actions and real-time coaching.<\/p>\n<p>By meeting customer expectations more easily, employee experience also improves dramatically. Metrics improve and agents interact with customers who aren\u2019t already frustrated.<\/p>\n<p>Companies aiming to build customer and employee journeys that deliver loyalty and trust will make AI an integral part of their CX strategy.[\/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 AI in the 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\/human-connection-power-possibility-ai-ebook\" 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 4 AI will better orchestrate customer journeys, leading a culture shift toward empathy Businesses will use advanced, AI-driven systems of listening, understanding, predicting, acting and learning to orchestrate customer journeys across marketing, [&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-436807","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\/436807","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\/436807\/revisions"}],"predecessor-version":[{"id":461383,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436807\/revisions\/461383"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=436807"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=436807"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=436807"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=436807"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=436807"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=436807"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=436807"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=436807"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=436807"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=436807"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=436807"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}