Transcom’s Post

Last week, I joined CX leaders at the GDS Group CX Innovation Summit in San Diego to lead roundtable discussions on how to explore ways AI can revolutionize skill development. Key takeaways for maximizing impact: 1️⃣ Align your CX strategy: Data-driven insights from customer and employee journeys should inform your organization-wide CX strategy and KPIs. Customer experience is everyone's responsibility! 2️⃣ Reimagine learning: Traditional training is failing CX teams. It's passive, generic, and struggles to keep pace with evolving technology. 3️⃣ Embrace AI-powered solutions: AI enables personalized, realistic training scenarios with tailored feedback, boosting efficiency and scalability. Thanks to GDS Group for a fantastic event! Proud of Transcom's participation as a key sponsor. 🚀 #CX #AI #SkillDevelopment #GDSGroup

When we built CXaaS at Swiss Re, it wasn’t just about creating a new solution—it was about leveraging our collective experience and passion for customer connection. It’s easy to get lost in the tools and technologies, but at the heart of it all is a commitment to human interaction. Our history gave us a foundation, but the innovation came from people wanting to make every interaction meaningful. CX isn’t just a service; it’s an ongoing conversation, and with CXaaS, we’re enabling that conversation at scale, led by real people with real passion. Tracy Choka Brian Carteaux Seb Kleber Rob Onoufriou Monique Nelson https://lnkd.in/dvau3Jkq #ai #digital #transformation #cx #genai

>NEXT Live 24' - Day 1 > NEXT CX & AI is live and rolling. Currently our session "Enhancing Customer Experience, from Strategy to Tactics" took a lot of attention of our attendees and you can find out why.👇 The moderator Alex Jijie did an amazing job and the session went as smoothly as possible. 👏 Our speakers mentioned a lot of interesting things, some of them are: 🎤 🟪 Anna Hessenbruch - "KOLs are being totally bombarded and some of our customer groups aren't being challenged enough" 🟪 Cicek Aydin (Tilley), MBA - "Customers are looking up to thought leaders and we realised how important thought leaders are to talk to and connect to." 🟪 Shima Healey - "Our strategies have to be built on simple concepts. Building the strategy is challenging but that is why we try to understand how to enhance CX." #digitaltransformation #nextpharmasummit #dtx #pharmamarketing #aiinhealthcare #medicalaffairs #patientcentricity #pharma

🚀 Accelerate Innovation with a Unified CX Assurance Platform! 🚀 Time is money, especially in customer interactions. From curbside pickups to instant coffee, customers demand fast, seamless experiences. But it's not just about speed—it's about flawless execution. Introducing Cyara’s AI-Led CX Transformation Platform, the ultimate solution to assure end-to-end CX quality across all channels. Imagine eliminating errors, reducing rework, and innovating with confidence—all while saving time and resources. 🌟 Real-World Success: A major home improvement company transformed their CX journey with Cyara. By replacing inconsistent processes with a unified platform, they streamlined development, improved testing, and accelerated innovation. With Cyara, you can: ✅ Visualize and control every step of CX development ✅ Consolidate tools and processes ✅ Proactively identify and resolve defects ✅ Adapt quickly and efficiently Why settle for fragmented solutions when you can leverage a comprehensive platform that drives operational efficiency and innovation? Time is money—start transforming your CX journey today. #CXInnovation #CustomerExperience #AI #DigitalTransformation #TechSolutions #Innovation #BusinessGrowth #Efficiency #CustomerSatisfaction #Cyara Contact us today for a conversation or visit our website to learn more about Cyara’s award-winning AI-Led CX Transformation Platform! 🚀💼✨

DID YOU KNOW? * 86% of customers are willing to pay more for a better experience, yet only 1 in 3 feel businesses truly deliver! * Companies lose over $75 billion annually due to poor customer experiences * Businesses that invest in exceptional CX see 5-8X higher revenue growth than their competitors! ✨ Here’s where it gets exciting: ✅With AI and automation, the future of CX is now about proactive problem-solving, personalized journeys, human-like conversations 24/7, and AI co-pilot Imagine a world where your support system knows what a customer needs before they even ask—sounds futuristic, right? But it’s happening now! To Know More Contact Bibha.ai What’s one CX innovation you think will change the game in 2025? Drop your thoughts below!   #CustomerExperience #CXInnovation #AIinCX #CustomerFirst

At the recent Five9 CX Summit, Liz Miller sat down with #CX expert ⭐️Nick Delis⭐️ to discuss the evolution of #AI and customer experience. Here are some of the key takeaways... 🔑 2023 was the "year of failure" with AI experiments, 2024 the "year of learning", and now 2025 is the "year of execution" for tangible AI value. 🤖 Balance AI #automation with empathy. AI can enhance agents, but human touch is critical for sensitive customer situations. 🌍 In regions like Latin America, the human connection is highly valued. Successful CX adapts to local preferences while leveraging technology. 💬 It's not just metrics - the emotional impact on customers and agents matters. Small gestures can make a big difference. Watch the full interview below ⬇️

The transition to AI-driven proactive service represents a paradigm shift in customer experience strategy. By anticipating needs, addressing issues before they arise and personalising interactions, AI enables businesses to uplevel their CX, providing seamless, attentive and empathetic experiences. We believe that organisations that successfully integrate this technology into their CX strategies aren’t just enhancing service, they’re positioning themselves as leaders in a rapidly evolving, customer-centric landscape. To embrace the full potential of AI in proactive service, CX leaders should prioritise data quality; invest in tools like predictive analytics and empathy and sentiment analysis; and foster a culture that supports continuous learning and innovation. This proactive approach to service not only can differentiate organisations in a competitive market, but it also can build the type of customer loyalty and trust that translates into long-term business success. #AI #TechInnovation #CustomerExperience #CXInnovation #ProactiveCX #CustomerSuccess #DigitalTransformation #ContactCenter #CCaaS #VesuvITas #Genesys Source: Genesys

Happy 🌍 CX Day! Let's celebrate human experiences in the age of machines! Today, an ever-increasing number of discussions I take part in revolve around how AI and automation are shaping customer experience globally. This CX Day 2024, I think it is critical to stop and think about how we can balance human empathy and technological efficiency in customer experience. AI and automation help businesses scale interactions and predict customer needs like never before, but how do we ensure the human touch isn’t lost? I believe technology should enhance empathy, not replace it. Businesses should find new ways to use AI to the advantage of their customers and employees so that we can all concentrate on being "more human" to each other. Human insight drives real connection. 🩵🩵🩵 🤖 AI can personalise experiences by anticipating needs, but maintaining genuine connections is a challenge. 🔒 As businesses increasingly rely on automation to process customer data, transparency and ethical practices are essential for building trust. Companies must ensure their customers feel secure, valued, and informed about how their data is being used. 🧑🤝🧑 While AI and machines can improve efficiency, they can’t fully replicate human empathy. The challenge is scaling meaningful customer interactions while leveraging technology to build loyalty. How do you balance automation with empathy in your customer interactions? 🤔 Let’s share insights and learn from each other! 💬 Curious to explore this topic further? Check out my blog where I dive deeper into these ideas: https://lnkd.in/edCTQ-3x "However, it is important to keep in mind that artificial intelligence does not replace human interaction but complements it." - Sirte Pihlaja, CEO, Shirute #Shirute #CX #CustomerExperience #CXDay #HumanExperience #AI #Automation #Asiakaskokemus #CXPAFinland #CXPA #CCXP #EmpathyInCX #CXStrategy

Last weekend we attended a value-adding roundtable hosted by Exotel and TeamMarksmen on bridging expectations and realities in AI-driven customer experience (CX). I came across some fascinating & diverse perspectives on AI adoption across industries! AI is evolving rapidly, and at this stage, we can confidently say that it serves as a valuable support and complement rather than a replacement for complex human interactions. During the discussions, the respective industry experts highlighted several use cases that showcase AI's potential. For instance, AI-powered chatbots and virtual assistants can efficiently handle routine inquiries, allowing human agents to focus on more complex issues, ultimately reducing response times and improving overall service quality. Additionally, AI's ability to analyze customer data provides insights that help businesses tailor their offerings, leading to quicker resolutions and a more efficient service process. The availability of AI-driven support 24/7 ensures that customers can receive assistance for simple problems whenever they need it, significantly enhancing turnaround times. While AI is making strides in simulating empathy and creating personalized experiences, the genuine emotional connection still requires a human touch in many cases. The conversation about the hype versus reality of AI applications was enlightening, emphasizing the need to address challenges like data quality and ethical concerns for successful adoption. While different sectors continue their experiments with application, exciting times lie ahead as we work to blend human intuition with AI efficiency! Saurabh Natu Venkata Akhil Nutakki Piyush Agrawal #AI #CustomerExperience #CX #Innovation #Exotel #TeamMarksmen

🌟 Save the Date! 🌟 Join us at the #Five9 CX Summit 2024 in Barcelona from November 12-14. Discover the next era of CX intelligence where AI is a powerful enabler of personalised, effortless, and connected experiences. Sign up for updates for more details and see what's next! #Five9CXSummit #TheNewCX #CX #CustomerExperience