Any glimpse into the future of CX has to include AI. After all, IDC predicts total AI spending will more than double to $79 billion by 2022. Investment into AI by CX firms is a major capital expenditure that will surely pay dividends over time by increasing productivity. However, even though 72% of all businesses are using AI, 7 out of 10 companies report minimal or no impact from AI.
Last week I wrote a blog on the benefits of a remote workforce. Given the current COVID-19 pandemic, having the ability to quickly deploy a remote workforce has never been more critical.
For the first time, mobile phones account for the majority (53%) of all web traffic and a whopping 32% of e-commerce revenue. Additionally, when it comes to Gen Z, 78% say mobile is the most important device to get online. As we look to the future, CX leaders need to recognize that mobile is not just chic–it’s reality and it’s only going to get bigger. Mobile is king, and we predict a shift in how companies bow to the monarchy by prioritizing mobile over other channels.
Whether it’s called remote work, telecommuting, or working from home, the American workforce is craving more flexibility in how they get the job done. According to a recent report by FlexJobs, the amount of remote work has increased by 44% over the last five years. Factor in advances in technology, the rise of the “always on” generation, and the gig economy and it’s clear that remote work is the new “normal.”
How will COVID-19 change the call center space right now and long-term? Will it make a lasting impact as companies better prepare themselves for any potential crisis in the future?
For 2020 and beyond, we foresee expanded omnichannel conversations that are more contextual in nature with lower effort. Similar to context marketing, which accounts for your location, device, or other criteria, contextual omnichannel CX can offer a more defined framework to strengthen customer relationships.
A remote workforce has many benefits outside of being safer during a pandemic. Call center agents benefit from working from home by having more flexible work hours, no dress code, and no commute. Studies also show that at-home workers are not only happier and less likely to quit but also more productive. As long as work from home agents are provided with the technology and tools needed to perform their job seamlessly at home, CSAT and other call center KPIs will improve.
As we turn the page to a new decade, a vision for the future of CX emerges. Looking back at the past year, CX scores have once again remained flat. Forrester sums it up best in its 2019 US Customer Experience Index, stating, “Not a single brand has managed to rise to the top of […]Continue reading