Why Companies Should Incorporate Intelligent Virtual Agents (IVAs) into Their 2025 CX Budget Strategies: Insights from Matt Whitmer
In today’s fast-paced business landscape, customer experience (CX) is more critical than ever. With inflation squeezing margins and labor shortages stretching teams thin, companies are looking for innovative solutions to enhance their CX strategies while staying within budget constraints. One such solution gaining traction is the incorporation of intelligent virtual agents (IVAs) into the 2025 CX budget strategies.
Matt Whitmer, the CRO and SVP of marketing at Mosaicx and TeleVox, recently highlighted the importance of IVAs in a post on Insight Jam. IVAs offer customers fast, self-directed service while providing businesses with scalable, efficient CX that fits within budget constraints. By shifting from labor-heavy approaches to a lean, data-driven model, IVAs deliver substantial CX benefits, including cost savings, increased retention, and sustainable growth.
Traditional CX models often rely heavily on human agents and outdated systems, leading to inefficiencies such as long wait times and high turnover rates. IVAs address these challenges by handling routine inquiries, streamlining operations, and providing valuable insights that guide smarter budget decisions. By leveraging IVAs, companies can deliver high-quality service, boost productivity, and maximize operational efficiency.
To successfully transition to IVAs, companies should follow strategic steps, including identifying pain points and priorities, piloting IVAs in high-impact areas, integrating IVAs into CRM systems, and empowering teams with training. By adopting IVAs as part of their CX playbook, companies can set themselves up for sustainable growth, streamlined operations, and enhanced customer experiences.
Investing in CX technology, such as IVAs, not only helps control expenses and balance budgets but also builds a foundation for scalable, adaptable growth. Companies that prioritize these technologies now will position themselves to thrive beyond 2025, creating a lean yet friendly model that drives efficiency and loyalty through changing market conditions. By embracing IVAs, companies can future-proof their CX strategies and stay ahead of the curve in the competitive business landscape.
