Generative AI, Who? What's the Next Big Thing in CX?
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Generative AI took the world by storm — after trying out the newly released ChatGPT, individuals everywhere were enthralled by this piece of technology that could seemingly do it all. In asking it for new recipes, routines and advice, users realized that generative AI would undoubtedly hold a place in their digital future.
CX leaders also recognized its power. After years of inefficient chat experiences, customers were excited by the potential of an engaging and intuitive self-service interaction. Leaders immediately understood its ability to optimize efficiency and improve interactions across the board.
Over the past year, generative AI placed a new emphasis on innovation. While technology has always held a place in the evolving contact center space, it is now more important than ever. To build experiences that feel relevant, modern and exciting for customers, leaders are relying on technology to iterate and improve.
However, generative AI isn’t the only technology to pay attention to. While it may be the most apparent right now, there are other tech trends that are poised to change contact center operations and ultimately impact future experiences.
Aviad Stein, Global Head of Innovation at Broadridge, understands the importance of emerging technology and the need for forward thinking in the customer contact space. Phrases like future-proofing, disruption and experimentation don’t scare Aviad, they fuel his work as an innovator in the CX space.
His role leading innovation at Broadridge allows him to prioritize client needs while allowing them to experiment and engage with new technology without jeopardizing their core business. By innovating, organizations are investing in their products and their platforms to enable their organization and empower their frontline.
So, as a global leader in innovation, where is Aviad focusing his efforts? Stein will unpack his thoughts on emerging tech trends like digital assets and web3 in an upcoming Q&A session. A part of CCW Digital’s Contact Center of 2030 seminar series, Aviad’s live session will focus on the impact of new technology on customer expectations and future experiences.
By diving into themes of digital ownership, accessibility and security, Aviad will cover use cases for emerging tech trends and highlight solutions that will change the CX game.
Learning more about new technology trends before they become the next-big thing is critical for brands looking to exceed expectations in the competitive CX landscape. Prioritizing the future of innovation and bolstering experiences with powerful technology is key in setting your organization apart. Join the upcoming CCW Digital Contact Center of 2030 series to prioritize the right technology for future innovation.
