Shaping the Smarter, More Automated CX of the Future

Author: Beth Schultz, VP of Research & Principal Analyst Not available for licensing. Whether artificial intelligence (AI)-powered agent assistants, digital communications channels, self-service interactive voice response, or any other contact center platform capability, technology is not only a starting point for customer experience (CX) success but also mission critical. But not just any technology will do. Picking the wrong technology can lead to problems such as fragmented omnichannel experiences, misrouted calls, and an inability to personalize a customer engagement or provide necessary context to the agent handling the interaction. Rather than create CX success, poor technology choices can doom a company to failure. Employees will become less efficient, customer ratings drop, and new revenue opportunities disappear. On the other hand, Metrigy’s research shows that successful use of CX technologies leads to measurable improvements in business metrics, including employee efficiency, customer satisfaction, and revenue growth. Determining the right mix of technologies for CX excellence can be easier said than done. In a global study of 1,000 CX leaders conducted on behalf of Cisco, Metrigy found that only half of participating companies feel their contact center technology fully allows them to deliver ideal CX. AI is making a difference: In the study, 72.0% of companies rolling out AI as extensively as they can say their contact center technology fully enables them to deliver an ideal customer experience, vs. 53.8% of those not expanding AI rollout at all. With an eye on AI for CX in particular, this report will explore three trends shaping CX: increasing AI adoption and automation, shifting reliance from manual to proactive outreach, and deploying advanced CX technologies, such as auto CSAT, interaction analytics, and hyper automation, among others, for operational excellence. Additionally, it will highlight which AI technologies and strategies can move the needle on CX success based on analysis of leading companies.

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Table of Contents

• Modeling the Way to CX Success
  • The AI Maturity Model
• Shaping CX for 2025 & Beyond
  • Trend 1: AI Adoption & Automation on the Rise
    • Success Correlations
    • What Leaders Are Doing
  • Trend 2: Shift from Manual to Proactive Outreach
    • Success Metrics
    • What Leaders Are Doing
  • Trend 3: Setting the Bar on Operational Excellence
    • Success Metrics
    • What Leaders Are Doing
• Conclusion & Recommendations