I got involved in the initiative to establish a professional association for the CX industry because of a personal discomfort with some to the approaches to the discipline that I see from some big brands. Here’s an example…. Companies that equate CX to technology are not being accurate.
The vast majority (81%) of organisations also believe customer operations will be positively impacted by AI and CX robotics in the future, followed by business insight and customer intelligence (66%) and workplace management/operational productivity (53%). However, the implementation of AI remains difficult. Looking forward, businesses must find a solution for the current lack of skills across the business, which is currently considered a challenge for more than half (58%) of organisations today.