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Our biggest predictions for the future of customer experience: from AI-powered support and real-time sentiment analysis to personalized journeys that transform how brands connect with their customers.
CX IS DEAD!
Well, not exactly. But the way we understand it today is, to put it lightly, over.
To try and understand where the CX journey is headed, we need to shine a light on the past: from traditional call center setups to a future led by Arabic AI.
1970s Call center setups are used for tele-sales, banking, and scheduling appointments. 1980s Toll free numbers improved efficiency and led to a boom in call center usage. 1990s Call centers become contact centers, and start to use more than one method of contact, including fax and email. 2000s The internet boom is in full swing, and reliance on connectivity skyrockets. The last 25 years Cloud computing and the widespread use of handheld devices drastically transform the industry. The last 5 years AI and virtual agent assistance takes to the forefront, providing agent support and changing the face of customer service. |
In short, we’ve gone through 4 main waves:
Wave 1 IVRs that depend on touch tones, e.g. press 1 for sales. | Wave 2 A slight upgrade to speaking the option number, e.g. say ‘sales’ to speak to a representative. | Wave 3 Real change start to happen with the introduction of NLP based technologies. | Wave 4 The new wave of GenAI takes over. |
So…what’s next?
Today, great customer experiences are the baseline necessity for your business’ continuity and success, not just ‘nice to have’ options.
This is what CX looks like in 2025:
AI support services
Real-time sentiment analysis
The human touch: balancing real connection with automation
Proactive communication, anticipating your customers’ needs before they get in touch
Seamless experiences across different channels and touchpoints
Highly personalized customer interactions
But if we were to put 2025 behind us, what are the biggest predictions for the future of CX?
Call centers aren’t just going to be serving customers, they will become profit centers
…and this is already happening! This year, 40% of contact centers will be actively generating profit for businesses across the globe., becoming key players in digital customer interaction.
Forward-thinking brands no longer view customer service as a traditional function, they now treat them as long-term relationships.
Contact centers that have implemented this approach not only cover their costs, but also increase sales, build loyalty, and truly make customers love the brand.
In fact, we believe that AI phonebots are going to transform the service industry, where they will handle customer conversations from A to Z, taking over as the main point of customer contact.
In fact:
So, what are the future capabilities of these bots?
Customer Support
| Inbound Sales
|
Customer Service
| Outbound Sales
|
And what about your human agents?
Customer service representatives will become brand ambassadors, focusing on building relationships and fostering loyalty.
So…who’s afraid of AI?
You might be, but your customers certainly are not!
Your customers are ready to embrace the future…are you?
Request a demo today!
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