Digital and AI both took the contact center by a storm. Companies across all industries are rapidly incorporating digital across all their CX activities while also infusing capabilities such as Generative AI and automation throughout their digital customer journey. While firms are making rapid technology advances, changes in the economic landscape have altered strategic priorities. Aberdeen’s latest CX survey shows that reducing costs and improving efficiency now rank as the number one business objective, and it’s very closely followed by improving customer satisfaction and retention rates.
