The contact center industry, which stood still for the better part of several decades, has constantly changed for the past decade and a half. Contact centers were once voice-only, on-premises deployments used for inbound customer service. Then along came the shift to multi-channel as businesses looked to add support for e-mail, chat, web, social media, and other forms of communications.
Organizations face various challenges as they transition to quantum computing, which is overshadowed by its vulnerabilities to data security. Only a fraction of organizations feel adequately prepared to counter the growing sophistication and severity of cyberattacks. This sense of unpreparedness is further heightened by the belief that organizations have less than five years to equip themselves against the potential pitfalls of quantum computing.
Brands used to differentiate themselves based on product quality, the people they had, or price. Not so today, as customer experience reigns supreme.
An interesting data point from my research is that today, 90% of organizations compete on CX compared to only 27% five years ago. In many cases, a single, bad experience can mean losing a customer.
The GITEX Global show kicked off this week in Dubai. For those unfamiliar with the event, it is the largest enterprise tech show in the world, with hundreds of thousands of attendees spanning 41 halls across two venues. I have been looking forward to this show as the 2023 edition of GITEX theme is “AI in everything,” and I was hoping to see some strong use cases for the technology.
This year, NICE held its annual Industry Analyst Summit in Peru, near one of the seven new wonders of the world, the Inca citadel Machu Picchu. I thought one of the new wonders of the world was a fitting backdrop for the event as much of it revolved around artificial intelligence (AI), which has become one of the new wonders of the IT world.