The Customer Experience in 2024 and Beyond


With data driven intelligence for the operator and contact centre

As we start a new year, we often wonder what it will deliver so we can plan to help capture market growth. Afterall, future visioning and foresights are an important part of business planning. Here we look ahead at 2024 and beyond for the customer experience, focused on the operator and contact centre space.

Data driven – the continued digital adoption to drive the customer experience

Over the past few years, the adoption of technology to support the customer experience in operator and contact centres accelerated. In 2024 and beyond, as we move through the technology adoption curve, we will see an increase in digital adoption across all industry sectors in the Australian and New Zealand market. This digital transformation will be driven by data, which will play a crucial role in providing valuable insights and intelligence to improve the customer experience.

Artificial Intelligence (AI) helping make informed decisions to optimise operations

With the increase in data feeds into the business, resources are needed to understand the data and to drive business decisions. AI will play a crucial role in providing intelligent reporting and making recommendations to businesses. Analysing vast amounts of data, AI in natural language, will help companies make informed decisions and optimise their operations. For example, making recommendations to supervisors or managers to log in ‘Jim’ and ‘Jane’ as they have the right skill set to engage with the customers based on the engagements.

The customer experience – AI in collaboration with human engagement

As technology evolves, we as humans have become more comfortable in switching between technology and human engagement. With the limitation on human resources and staffing, AI can support a business and its staff to improve the customer experience with the adoption of AI in collaboration with human engagement. This means that AI technologies will work hand in hand with human agents. Allowing people to focus on the high impact touch, enhancing the business capabilities and improving customer experiences.

The adoption of voice AI – creating a conversational AI experience

Throughout 2024, the use of voice AI will gain momentum. With the use of natural language, voice AI will allow customers to interact with virtual assistants, creating a conversational AI experience. Voice AI will help support the business and streamline the customer experience.

Cloud – re-imagining the operator and contact centre

Staff retention in operator and contact centres continues to be a challenge for business. Traditionally an on-premises job function, what about re-imagining this experience for staff? Cloud technology enables an operator or contact centre to operate from anywhere. Technology and data feeds provide continued performance monitoring seamlessly. A shift towards remote work will bring greater flexibility for the team and help with staff retention and improve service levels for customers.

Omni-channel customer experiences

We all have different ways of engaging and communicating, hence the omni-channel customer experience will also become increasingly important. Businesses will strive to provide seamless interactions for the operator and contact centre across multiple channels, such as voice, chat, social media, and more.

Technology for operator and contact centres continue to help enhance the customer experience and how a business can engage with customers. Exciting times lie ahead, and we’re here to help you navigate these changes and seize new opportunities.