The State Of CX And The Customer Service Contact Center [Forbes]
RingCentral, Inc. Class A (RNG)
Last ringcentral, inc. class a earnings: 2/10 04:05 pm
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Source: Forbes
I recently traveled to Las Vegas to attend the CCW (Customer Contact Week), the largest conference and tradeshow in the contact center industry. For the past several years, the big discussion has centered on AI, and that continues, but CX is also moving into the spotlight. AI and natural language models can give customers an almost human-like experience when they have a question or complaint. However—no surprise—some companies do it better than others. First, all the hype around AI is not new. AI has been in our lives for decades, just at a much simpler level. How do you think Outlook and other email companies recognize that an email is spam and belongs in the junk/spam folder? Of course, it's not 100% perfect, and neither are today's best AI programs. Many of us use Siri and Alexa. That's AI. And as simple as that is, it's obviously more sophisticated when you apply it to customer support and CX. Let's go back 10 years ago when I attended the IBM Watson conference in Las Vegas.
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