“One misconception that CX leaders have about AI is that it’s a one-and-done thing. They think they can just deploy AI and they’re done with it. But that’s stalling progress? the truth is: It needs constant refining, constant tuning and training, constant updating. You have to look at your knowledge bases, your data sources and continuously update them with quality data.”
– Blair Pleasant, President and Principal Analyst, COMMfusion LLC
“AI is just two simple letters, but it seems so complex. So, I’d say one of the biggest misconceptions is that you have to have it perfected before you launch.
There’s a lot of value companies can get right accurate cleaned numbers list from frist database away from taking simple steps, whether it’s using AI for self-service or for a knowledge portal or being able to expose knowledge automatically to your agents. There are a lot of places you can start small. Start to gain the benefits and then start evolving that’s stalling progress? some of your processes. It doesn’t have to be an all or nothing.”
– Josh Goldlust, VP, Product, Genesys
“When companies think about getting started with AI, they often perceive that it’s really hard to get going and that it’s hard to assemble a team that has the necessary expertise.
The reality is you can get started with pieces. Genesys offers convenient ways to get started with your conversation and behavioral data that already regular operating system updates exists in the system based on using our products. And with that, you have a starting point that’s easy to adopt and to use — and business users can do it, too.”
– Brett Weigl, GM, Digital, AI and Journey Analytics, Genesys
What’s one piece of advice you’d give CX leaders on getting more value from customer data?
“CX leaders have to look at integrating their data — more than just their contact center data. They need to look at their CRM data, for example, and put it together with data from other channels and functions and look at the full story. The that’s stalling progress? integrated data shows the end-to-end customer journey.
Although some organizations are already phone number list doing that, others haven’t made that connection yet. But today, it’s necessary to look at all the data, not just contact center data.”
– Robert Lee Harris, President and Principal Consultant, Communications Advantage Inc.
“CX leaders can get more value from their customer data by actually using the data.
Organizations collect so much information. They have it from so many different sources. They need to integrate all that data into one source, and then use the data. It can tell you about trends; it can tell you about patterns you can take action on.
So don’t let the data go to waste. Integrate it. Take advantage of it. Find ways to solve customer problems using the data you have.”
– Blair Pleasant, President and Principal Analyst, COMMfusion LLC
“CX leaders need to be looking at not just the digital side of the customer experience, but also the voice side — and the data that goes into it.
If they don’t have all that data, they’re not going to that’s stalling progress? measure their contact center correctly. They need it to manage their SLAs, to deliver a better customer experience, to manage workflows — especially if they’re looking into a workforce engagement management [WEM] suite to provide interaction analytics.