Monday, October 21, 2019

What Industry Trend Is Keeping CX Heroes Up At Night?

SmarterCX Team
January 22, 2019

2 minute read

You may hope that when you rest your head on your pillow at the end of a long day you’ll magically be transferred to a dream land where you’ll stay until the morning sun peeks through your window the next morning. Not likely. The American Academy of Sleep Medicine reports that 30 – 35% of adults experience brief symptoms of insomnia, keeping a restful night of sleep far away.

At Modern CX 2018, we asked 5 CX Heroes what was keeping them awake. Watch our interview with these CX Heroes to find out what trends and topics are on their minds.

**Ready to register for Modern CX 2019? Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**


What will happen with AI?

“The industry trend keeping me up at night is probably AI, right? There’s all these buzzwords and all this talk about AI and how other companies are looking to implement the technology, but no one really knows how they want to implement it or what they want to do, best practices.”

– Dan Cohen, Marketing Automation/Operations Manager, MongoDB

Developing strategies before implementing new tech

“Everything is about artificial intelligence, machine learning, account-based marketing, and so, so many companies are scrambling to try and take advantage of these new technologies without really having a strategy in place. And the big thing with any technology is one, it doesn’t make sense for every business, and two, you have to have an actual plan — you have to have a strategy, and processes, and the appropriate data and the purpose behind it. People come to me and say, ‘Oh, we need to do AI,’ or, ‘We need to do ABM,’ but they really don’t know why or even how they would tackle it, or they’re not ready.”

– Brandi Starr, COO, Tegrita Consulting Group

Preparing for industry innovation

“Well, my background is automotive, and connectivity is changing everything about the automotive customer experience. The speed at which it’s happening is unprecedented. Mary Barra, the CEO of General Motors, says there’s more change coming in automotive in the next 5 years than there has been in the last 50. Having been in that role, she’s absolutely right.”

– David Mingle, Principal, CXAdvisors Group LLC

AI as a partner, not a replacement

“There are some trends going on around the future of the contact center and how AI, which is the big buzz these days, is going to impact the contact center. You know, people say, ‘Oh, voice is going away, and people are not going to want to talk on the phone.’ People still want to talk to people when they have problems. I think there’s a lot of great, practical opportunities to apply AI that are not going to replace human beings. It’s going to make the agent’s job easier, and it’s going to make the experience for the customer better.”

– Walt Rossi, VP Business Development, Five9

Sales force adoption of mobile tech

“I would have to say right now, it’s the transformation to mobile technology. We’re starting to see companies use mobile technology internally, usually in their sales force. Every salesperson is running around with a phone, and we’re being able to build user experiences that are responsive, so they can actually use Oracle Commerce Cloud to do their job on a day-to-day basis.”

– Vince Vachio, President, VSG Commerce


Copyright © 2018 Oracle. All rights reserved.

This transcript may be edited for readability.

SmarterCX Team
The SmarterCX team is comprised of subject matter experts, writers, artists, designers, and CX professionals who are dedicated to building a smarter customer experience. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.