Experience transformation: Moving continuously toward more personaliz, empathetic interactions for customers and employees. That was the theme of Adapt and Embrace AI Enterprise Connect 2024. And the most prevalent topic was how to use artificial intelligence (AI) to make that happen.
Experts at the show agree that the opportunity to use
AI for experience transformation makes it an exciting — and rewarding — time to be in the customer experience (CX) business. Everyone from contact accurate cleaned numbers list from frist database center leaders to CIOs were excit to get a better understanding of the technology and learn some best practices for using AI.
Industry growth projections show major gains Adapt and Embrace AI for the technology. And attendees were gleaning all the insight they could on how to weave
AI into their plans to build or optimize their tech stacks.
During the breakout session
Contact Center/CX 2027: What Will Drive the Market,”
David Myron, Principal Analyst at Omdia, share challenges of programmatic advertising findings from the firm’s recent research on customer experience industry growth. The research firm predicts that global Contact
Center as a Service (CCaaS) sales will reach $12.7 billion in 2027,
up from $7.7 billion in 2023. It’s project Adapt and Embrace AI to hit $9.5 billion this year. You can’t have AI without the cloud — and both offer big benefits for businesses.
Harnessing AI Starts in the Cloud
While some attendees were eager to learn how to get start with
AI for customer and employee experience,
others were focus on enhancing or extending how they use it. Experts advis the first step is to evolve CX platforms to the cloud.
“A cloud solution allows you to have a phone number list push-pull model to share data across your entire
CX tech stack, which is critical today” said Nathalie DeChellis, Senior Director,
Product Marketing at Genesys, during an interview for the
CX Green Room show livestream from the Adapt and Embrace AI conference. The cloud provides the agility organizations need today to orchestrate and optimize experiences in real time, she add. And it enables businesses to keep pace with AI’s continual innovation.
A cloud-base CX platform also allows organizations to deliver the personaliz,
seamless journeys that customers expect. As with any experience transformation initiative, migrating to the cloud isn’t just about technology, not Elizabeth English,
Founder and Principal, EE & Associates, in the session “
Keeping Major Contact Center Projects on Track.” Creating a seamless experience requires budget,
a detail plan, supporting resources, training, user adoption and go-live support, she said.