Top Customer Experience and Service News Stories from the Past Week: Avaya CEO Transition, Salesforce’s New Agentforce Platform, Vonage’s Market Value Drop, and Gartner’s Research on Customer Sentiments Towards AI
Another week, another whirlwind of news in the world of customer experience and service. From CEO shake-ups to market value drops and fresh research on AI, the past seven days have been nothing short of eventful. Let’s dive into some of the most popular news stories that have been making waves:
First up, Alan Masarek, President & CEO of Avaya, has announced his retirement at the end of the year. Masarek, who also had a successful tenure as Vonage CEO, joined Avaya in 2022 and oversaw a significant restructuring of the company. With Patrick Dennis set to take over as CEO from September 1, the focus is now on driving further engagement from Avaya’s enterprise base and continuing the company’s “innovation without disruption” vision.
Meanwhile, Salesforce CEO Marc Benioff has teased the launch of a new AI & automation platform for customer support. The platform, dubbed the “Agentforce Platform,” will feature a customer-facing “Einstein Service Agent” that blends digital and human-assisted support for faster case resolution. With Benioff offering a sneak peek ahead of September’s Dreamforce event, the excitement is palpable for what this new platform will bring to the table.
On the flip side, Vonage saw its market value drop significantly, with Ericsson announcing a $1.1BN impairment charge. This follows a previous $2.92BN charge in November 2023, totaling a $4.02BN drop in Vonage’s value. With Ericsson losing almost 65 percent of its original investment in Vonage, questions arise about what went wrong and what the future holds for the company.
Lastly, Gartner released fresh research revealing that the majority of customers do not want companies to use AI in their customer service offerings. Despite internal pressure for companies to adopt AI, customers are expressing major concerns about its use, with 64 percent preferring companies not to use AI for customer service. With potential impacts on companies’ bottom lines, the disconnect between companies and customers on AI usage raises important questions about how to address customer concerns and maintain a human touch in customer service.
As the world of customer experience continues to evolve, these stories highlight the importance of staying attuned to industry trends and customer preferences. From leadership changes to technological advancements, the landscape is constantly shifting, and companies must adapt to meet the ever-changing needs of their customers. Stay tuned for more updates on the latest developments in the world of customer experience and service.
