No More Talk – It’s Time for Action With The New CX

Niki Hall at Five9 explains how its time for action with the new CX.

Despite technological advances in recent years, so much of customer experience (CX) today remains frustrating and unnecessarily difficult.

It’s frustrating for customers waiting in queue, for burnt-out agents ready to quit, and for businesses that fail to see their contact centres as revenue-generating, customer retention flagships.

There’s a disconnect between what’s possible in CX today with AI and what’s happening in companies that still haven’t grasped the imperative to embrace it.

Deloitte reports that 80% of contact centres are actively engaging in AI deployment, but only 17% have implemented the three primary AI technologies of agent assist, virtual voice assistant, and chatbot.

Digging deeper, Five9 found in a recent survey that customer experience leaders agree that adopting AI serves two primary purposes:

1. 49% believe it will enhance CX
2. 39% believe it will improve employee efficiency and productivity

Belief alone will not achieve this.

It’s time to cut through the noise of continual disruption and AI hype to make what’s possible a reality.

It’s time for The New CX – the next evolution of customer experience that puts the contact centre front and centre as a change agent for the organization. Not in five years. Today.

What Is the New CX?

The New CX puts into practice what CX leaders have been working toward for years: an optimized contact centre that fully harnesses human potential, AI capabilities, deeper service levels, real-time business intelligence, and stronger partnerships that together deliver better, faster outcomes.

It makes the contact centre the CX centre of excellence driving revenue and customer retention.

We believe the New CX is the next true business advantage as it:

Reorients the Business Around the Customer

With a complete, cloud-native AI-embedded platform that’s built to make every interaction more connected, effortless, and personal.

Delivers Seamless Human and AI Experiences That Bring Joy

Agents are empowered with advanced AI tools and real-time context. Customers interact with humans and AI in a fluid way. Fast, easy resolutions and answers create a joyful experience that secures customer loyalty and retention.

Makes Every Agent Your Best Agent

Equipped with AI assistants, real-time coaching, powerful analytics, and contextual information, every agent is your best agent. Scalable service, instant responses, improved performance.

Wherever your business is on its CX maturity curve, AI has the power today to drive real impact – if you understand how to orchestrate it to transform the way you relate to customers.

It’s Time. The New CX Starts With You

You don’t have to wait to see how technology develops and where AI lands in the next few months. You can make the New CX a reality in your contact centre today.

This blog post has been re-published by kind permission of Five9 – View the Original Article

For more information about Five9 - visit the Five9 Website

About Five9

Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results.

Find out more about Five9

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Five9