But it’s something we all experience and a useful tool for anyone in the contact centre space. In our latest video from the Call & Contact Centre Expo 2024 we asked attendees and exhibitors what their personal pick would be.

It makes for an interesting selection of tunes and sounds.

Rick Astley anyone? Or what if you heard ‘Hanging on the Telephone’ by Blondie. How ironic would that be?

An eclectic playlist

One thing’s for sure, the answers to this question made for an eclectic playlist.

We had some specific numbers from Rick Astley’s Never Gonna Give You Up, a popular feel good tune that many places will use to keep people in a good-ish mood on the other end of the line.

We also had a Radiohead song. A rogue choice perhaps but nonetheless a good choice, for Adam Rathbone from boost.ai, a big Radiohead fan. It worked for him. The question is whether it would work for everyone.

Then there was a funny choice in ‘Hanging on the Telephone’ by Blondie, which Simon Broadbent from NICE, said was slightly ironic.

The rest of the answers were made of the sorts of music they’d like to hear, or in the case of Frédéric Durand, nothing at all. We imagine he’s not alone in feeling this way.

Hold music playing a role in the customer experience

The question is whether or not hold music is effective. A recent survey by music licensing organisation PPL PRS, revealed some truths about consumers’ relationship with hold music. According to that, if there’s a big reason that people don’t like hold music, it’s not necessarily because they’re put on hold. Most people accept that’s a part of interacting with customer services.

However, 22.8% of people stated that one of the reasons that they don’t like traditional hold music is because the tracks are unrecognisable. 50.2% stated that if given the option, they would prefer to choose the genre. And unsurprisingly, “22% of the people surveyed said that hearing their preferred tunes would make them less anxious if an uncomfortable conversation was to be had.”

This suggests some customisation options, and autonomy would go a long way. There were a number of interesting startups at the event, who may be able to help with this.

What’s the Expo all about?

Next year’s Call & Contact Centre Expo is set to take place on 19th-20th November back at ExCeL London, and this is what you can expect. According to their website, it’s the ‘essential gathering for professionals in the customer experience and contact centre sectors’. Designed to address the rapidly evolving landscape of customer expectations and technological innovation, the expo promises to be a hub of learning, networking, and collaboration for industry leaders and practitioners alike.

As customer expectations continue to shift, businesses face growing pressure to adapt and innovate. The expo will highlight the latest technologies and strategies that are transforming customer engagement. From AI-driven solutions to cutting-edge communication platforms, attendees will gain valuable insights into tools and practices that ensure customer satisfaction in a competitive market.

A cornerstone of the event is its robust educational programme, featuring expert-led seminars, panel discussions, and live technology demonstrations. These sessions are tailored to equip professionals with knowledge of emerging trends and best practices shaping the future of customer experience. Attendees will leave with actionable takeaways to refine their approaches and stay ahead of the curve.

Networking opportunities abound at the Call & Contact Centre Expo. The dedicated VIP lounge and networking area provide attendees with spaces to connect, share insights, and forge meaningful relationships. Whether engaging with industry leaders or exchanging ideas with peers, the event fosters collaboration that can lead to innovative solutions and new business opportunities.

The expo also introduces a bespoke 1-1 meeting programme, enabling pre-arranged meetings between buyers and exhibitors. This tailored approach ensures that networking is both productive and targeted, allowing attendees to maximize their time and secure valuable business connections.

In addition to networking and learning opportunities, the event offers dynamic training workshops designed to enhance professional skills and business strategies. These hands-on sessions aim to deliver actionable insights that participants can implement directly into their organizations, driving tangible improvements in their operations and customer engagement efforts.

Be sure to catch more of our videos from the event, right here.

The post What is Your Favourite Hold Music? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.

In the world of customer experience AI is being used more and more to enhance communication and speed up customer service.

We asked attendees and exhibitors at the Call & Contact Centre Expo 2024 what their experience had been. There were some interesting answers!

And our prehistoric pal makes another appearance too!

AI Chatbots are becoming more popular

The question above brought a mix of reflections and experiences, highlighting how artificial intelligence is weaving its way into our daily lives. An increasing number of organisations are turning to AI for their communications and customer service in particular. 58% of companies in a B2B sector are now actively using chatbots, compared to 42% of B2C companies. It’s becoming more acceptable for consumers too, with approximately 70% of European customers prepared to actively engage with AI assisted support.

Several respondents at the Call & Contact Centre Expo admitted to interacting with AI chatbots and being uncertain whether they were communicating with a real person or a program. They noted that these tools have become increasingly convincing, especially in customer support contexts. One speaker pointed out that they “never know the difference” when chatting with support systems, acknowledging the leaps and bounds AI has made in mimicking human communication.

This sentiment resonates in industries like fintech and banking, where customer service often involves AI-driven interactions. The smooth, efficient responses of chatbots can easily blur the line between human and machine.

Personal Stories and Uncertainty

Unsurprisingly, there were some personal anecdotes about whether they had been fooled. One speaker humorously recounted a time they thought an interaction was “too good to be true” but turned out to involve a real person.
For some, the experience is ambiguous: “How would I know? Maybe.” This reflects a broader uncertainty, as AI’s seamless integration into digital interactions often leaves little room for identifying it outright.

Skepticism and Confidence in Spotting AI

Not everyone believed they had been deceived by AI. A few respondents confidently stated they hadn’t been tricked, though they acknowledged knowing others who had. These perspectives suggest that some people remain vigilant or perhaps less exposed to realistic AI scenarios in their interactions.

In professional sectors, such as financial services, this skepticism may stem from an awareness of how AI operates behind the scenes. Yet, as AI continues to evolve, even the most discerning users may find themselves second-guessing.

What This Means for Financial Services

The responses underscore an important shift: AI is becoming a silent partner in our conversations. For industries like fintech, where trust and clarity are paramount, this evolution presents both opportunities and challenges. As chatbots and AI systems grow more sophisticated, maintaining transparency about when customers are interacting with AI could foster trust and set clear expectations.

AI’s ability to mimic human interaction is advancing rapidly, creating moments of uncertainty, humor, and even skepticism. We’ve got to be cautious of course, but also realistic about the increasing role it will play, for the better, getting used to the possibility that we are not always talking to a real human being.

Watch more videos from the Call and Contact Centre Expo 2024 right here.

The post Have You Ever Been Tricked by AI, Thinking It’s Real? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.

Concrete AI capabilities. More customer focus. More… dinosaurs?

At the Call & Contact Centre Expo 2024, we wanted to know what is missing from the industry and what key ingredients are needed to drive innovation and success. 

These exhibitors and attendees seem to have a pretty good idea so we’ll hand it over to them. 

Somehow a slightly unexpected guest has also made their way into this video, if you can spot them…

Focused and Practical AI Solutions

There were a number of recurring themes in this video and unsurprisingly AI gets a mention. Although there’s some contrasting views…

Let’s just say, opinions differed slightly on how it should evolve. Jordy Van Gent from Puzzel called for fewer impractical AI use cases, emphasizing the need for solutions that genuinely enhance customer satisfaction rather than simply push software sales. Lauren Hughes from Intercom, on the other hand, seemed pretty positive, advocating for more AI in customer service, suggesting that the technology still holds untapped potential to streamline operations and improve interactions. These views underline the necessity of developing AI tools that are both functional and user-focused, offering real value to businesses and customers alike.

A Greater Customer-Centric Approach

Several attendees stressed the need for a sharper focus on the customer. Pete Dineley from eGain highlighted the importance of prioritizing customer needs, a sentiment echoed by Gabi Warren from Puzzel, who called for more thoughtful consideration of what customers truly want—whether that involves a smoother transition to cloud-based systems or more personalized service strategies. Eugene De Gee from CXI expanded on this, advocating for a more people-centric approach. For him, the industry should go beyond product-driven solutions and invest in building strong partnerships, both with customers and within teams.

Education and Efficiency

Jack Stewart pointed out the importance of education, particularly around efficiency. He emphasized the need for companies to better understand and implement strategies that not only streamline operations but also enhance the customer experience. This suggests a growing demand for training and resources to help businesses optimize their use of emerging technologies and refine their processes.

Technology with a Purpose

Finally, while the push for innovation is strong, the collective message from attendees is clear: technology alone isn’t enough. Whether it’s AI, cloud computing, or other advancements, these tools need to be applied thoughtfully, with the end goal of improving both customer and employee experiences.

In essence, the industry needs a blend of smart technology, customer-first thinking, and a commitment to collaboration. It’s yet another great selection of responses from people at the Call & Contact Centre 2024. Be sure to watch more videos just like this one, on our website. 

The post What Does the Industry Need More Of? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.

In contact and call centres up and down the country, customer experience is what it’s all about.

Who delivers the best is partly down to technology providers moving the industry forward.

It’s possible we may have met some of them at the Call & Contact Centre Expo 2024…

Watch now to discover a few hidden insights.

New technology

Increasingly, call centres are turning to emerging technologies such as automation, and AI in order to offer a better service and better experience to their customers. 

AI is almost certain to have an increasing role, with a number of the people we spoke to at the Call and Contact Centre Expo, working for an organisation with an AI based product. It’s predicted that the percentage of interactions between customers and an AI based call centre agent will increase from 2% in 2022 to more than 15% by 2026, and double again to 30% by 2031. That’s a long way off but it’s already clear to see what benefits exist. 

The likes of boost.ai, represented by Adam Rathbone, and Puzzel, represented by Jordy Van Gent, are both examples of tech companies, that provide AI led customer experience platforms. 

We met another similar company in Zingly, over at Money20/20 USA, who spoke about the importance of a hybrid approach to CX. 

Customer driving the industry forward

Understandably in the video above, a lot of the speakers and attendees wanted to give a shout out to their own company. We’ll allow it.

And there’s no doubt they all have something to offer in this ever shifting landscape. However we were most interested to hear from the likes of Andrew Pattie from Sprinklr who pointed out that the main thing driving the industry forward is, believe it or not, the customer.

Ultimately all they do and create is in service of the customer, and the innovations taking place, should ultimately be about reaching and serving them better.

Watch more videos from the Call and Contact Centre Expo 2024, right here.  

The post Who’s Leading the Charge in Customer Experience? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.

For the latest developments in the contact centre industry, the Call and Contact Centre Expo is the place to be. 

Find out from attendees and exhibitors what they thought the best thing about the event is. From meeting old faces and new, to the unique qualities that this particular expo provides, there’s plenty to celebrate here. 

Although one guest is… reaching… a little with their contribution. 

Read on to find out more.

Connecting with others in the contact and call centre industry

There’s a conference for everything and it’s no surprise that call and contact centres have their own, given the amount of innovation and change taking place in this space.

In this video we took the opportunity to speak to a range of attendees whilst there to get their thoughts. 

The Call and Contact Centre Expo 2024 brings together a vibrant community of professionals from across the industry, creating an atmosphere that many attendees say is the event’s best feature.

A common theme among responses is the opportunity to connect—both with familiar faces and new prospects. For some, it’s a reunion of sorts, with years of industry experience culminating in meetings with former colleagues and mentors. Andrew Pattie from Sprinklr, for example, noted the joy of seeing old friends and even reconnecting with former or potential bosses, highlighting the tight-knit nature of the contact center world.

A human connection

Others emphasize the human connection fostered by the event. Gabi Warren and Jordy Van Gent from AI driven CX platform Puzzel, both pointed out the unique value of face-to-face interactions, especially after communicating virtually for so long. For them, the chance to shake hands, share a coffee, and chat with customers or peers in person makes all the difference. Similarly, Jack Stewart from Dialpad noted how hearing people’s personal stories adds a layer of authenticity and depth to these interactions, making the event not just a networking opportunity but also a space for meaningful exchanges.

An industry focus

For exhibitors, the focused nature of the expo stands out. Chris Blagg from Fuse 2, mentioned that the specificity of the event—centered on contact centre products—creates a targeted audience, leading to more productive conversations and tangible outcomes. This sentiment is echoed by Adam Rathbone from boost.ai, who values the energy and enthusiasm of potential new clients at the expo.

Lastly, the welcoming and engaging atmosphere was a recurring highlight. Kartik Khambhati from HoduSoft remarked on how the openness and curiosity of attendees set the tone for the event, making it a worthwhile experience for both newcomers and veterans alike.

Be sure to stay tuned for more videos from this conference, right here on the FF News website. 

The post What’s the Best Thing About the Event? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.