Two of the hottest areas of customer experience (CX) technology right now are data and AI. Enterprises are becoming aware of the need to integrate customer data and make it available to the contact center, so agents can resolve issues more efficiently and potentially drive not just customer satisfaction but revenue. Similarly, AI holds immense promise, both for customer interaction and automation, as well as backend functions in the contact center.
However, it also seems that many enterprises are struggling with these two critical areas. In the keynote address to this week’s Enterprise Connect (EC) virtual summit, “Building Customer Experience for the Next Generation,” Mila D’Antonio and David Myron, principal analysts at Omdia, presented research data showing some significant areas of concern and struggle.
