The Global State of Customer Experience: What's Next for CX in 2024 - Futurum Tech Webcast
On this episode of the Futurum Tech Webcast – Interview Series, host Steven Dickens welcomes Nick Delis, Senior Vice President - International and Strategic Sales for Five9, to discuss trends in Customer Experience (CX) including the adoption of AI and automation. While AI is a buzzword worldwide, its implementation differs by region. Delis stresses the importance of empathy in customer interactions and how technology, like generative AI, can enhance human conversations. The conversation also touches on the advantages of nimble, cloud-native companies over legacy players and the need for consolidation of data for better personalization. Their discussion covers: Key trends such as AI and automation in global CX, and how adoption rates vary How different regions are at different stages of adopting technology, with some transitioning to cloud solutions and others embracing AI for self-service Empathy remaining crucial in customer interactions, with technology like generative AI enhancing human conversations How nimble, cloud-native companies have an advantage over legacy players in adopting new technology and that consolidation of data is essential for better personalization in CX A look at the anticipated trends in 2024, including interactive virtual agents, agent empowerment, and advanced AI tools for data analysis to provide personalized experiences