What Does the Industry Need More Of? | Call & Contact Centre Expo 2024

What does the industry need more of? 

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.