Insights from CX All-Stars: The Impact of Technology in 2024
Are you curious about the latest technologies that will shape the customer service and experience landscape in 2024? Look no further than our 50 CX All-Stars, who have shared their insights on the tools and solutions that will have the greatest impact on their businesses.
Generative AI (GenAI) is a hot topic among our All-Stars, with many acknowledging its ubiquitous presence in the industry. Liz Miller, VP and Principal Analyst at Constellation Research, humorously remarked, “Have you guys heard about this thing called AI?” Shelly Kramer, Managing Director at theCUBEResearch, also highlighted the importance of adopting and maximizing the benefits of GenAI.
Amy Roberge, Head of Global CX Solutions Engineering at Zoom, emphasized the transformative power of AI in enabling teams to focus on meaningful work with customers. Ellie Sutton, Director of Customer Strategy at Veriteer, echoed the sentiment, emphasizing the potential of AI-powered tools in revolutionizing customer experience.
The majority of our All-Stars agreed that AI and GenAI will be the most significant technologies for them in 2024. Nerys Corfield, Director of Injection Consulting, highlighted GenAI’s potential to impact all aspects of customer service. Joey Tan, Head of CX at GXS Bank, emphasized the personalized interactions and automation capabilities of GenAI.
Gidi Adlersberg, Voca CIC Head of Business Line at Audiocodes, emphasized the importance of practical, safe, and trustworthy AI offerings in the market. Oru Mohiuddin, Senior Research Manager at IDC, emphasized AI’s transformative impact on how people work and interact.
While AI dominated the conversation, a few All-Stars highlighted other technologies. Keith Kirkpatrick, Research Director at the Futurum Group, emphasized the importance of automation in improving workflows. Joel Viotti, Business Owner of Value Streams, highlighted the potential of AR/VR/Spacial Computing in enhancing customer interactions.
Alex Monaghan, Solution Architect at The Open University, stressed the critical importance of database security in protecting customer data. Vaishali Dialani, Senior CX Strategist at Konabos, highlighted the impact of headless architecture products in delivering memorable customer experiences.
Overall, the insights from our CX All-Stars provide a glimpse into the future of customer service and experience, where AI and other cutting-edge technologies will play a pivotal role in driving business growth and competitive advantage. To learn more about the CX All-Stars and their perspectives, check out the full series here.
