Spotlight: CX Technology

Recently, we have seen organisations shifting their focus from standalone technology implementations to adopting customer experience technology solutions using new approaches and tools to plan their technology transformation and CX roadmap.

Here are some of the top trends we are seeing in this market:

Embracing the new future of workforce

Organisations now have the ability to optimise how work gets delivered  – by humans working with robots. This empowers organisations to more efficiently automate tasks, streamline processes, increase employee productivity, and ultimately deliver more satisfying customer experience.

Integration with AI enabled technologies is increasing

As an evolving technology, AI enabled solutions like RPA, Virtual Assistants, Chatbots and other digital solutions are becoming more common. About 25% of organisations that started with their automation journey in 2015 are now working on combining AI with RPA to change the way they run their operations.

Automation as a substitute to Offshoring and Outsourcing

Whilst these technologies are reducing outsourcing, they are also providing more employment opportunities to workforce by redirecting them from manual processing to building automation solutions. Eventually, these automation solutions will define the types of jobs to be outsourced.

What’s next?

By 2020, solutions like Robotic Process Automation (RPA), Artificial Intelligence (AI), Virtual Assistants and Machine Learning will have a greater impact on how organisations do business and manage their CX outcomes.

Offering great scalability options, these evolving technology solutions have all been helping organisations and employees shift their focus from routine repetitive tasks to value-added and creative activities, resulting in improved customer experience. These solutions are forcing humans to think creatively and become more intelligent, thereby making them more productive, increasing efficiency and quality of their services.

Banking, Financial services, Insurance, Manufacturing and Telecom industries are the highest consumers of these emerging technologies at the moment and are expected to maintain the top positions in the coming years.

Our observation of the market trend in Australia shows that more organisations will embark on a journey to start mapping their business optimisation requirements to the technology solutions available today. With a huge potential of reducing cost to serve, improving quality of service, maximising ROI and empowering employees to carry out more value-added activities, these emerging technologies are increasingly changing the way businesses are carried out.

To know more about our CX Technology or to find out how Customer Science can help you in embarking on this transformation journey, please get in touch.

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