Ramping up CX automation for a connected CX

The rise of automation as a cornerstone of customer experience (CX) seems not to be slowing but rather rapidly accelerating. The trends noted in our 2020 Global CX Benchmarking Report have rapidly evolved with RPA being superseded by hyper-automation – combining AI, machine learning, virtual agents and RPA into a single package.

Organizations who were slow off the mark now need to redouble their CX automation efforts in this area or be left behind.

The pace of this change can’t be understated. Last year 85% of organizations surveyed as part of the Report had automated less than a quarter of their CX processes, but the 2021 Report showed that over one-third of CX is being managed through automation. This is expected to grow to more than 50% in the next 12 months.

The success of automation rests on being able to blend the strengths of technology with the skills of human agents

One of the drivers for improved CX automation

Ultimately any automation needs to deliver a more meaningful interaction between the organization and its customers. What we’ve learned from the report is that those companies ramping up their automation efforts, while remaining sensitive to the demands of their customers are coming out ahead. A trend that we expect to accelerate in the next year.

Learn more about how the CX landscape is evolving: Download the 2021 CX Benchmarking Report.

Get a head start in designing a connected and personalized customer and employee experience. Contact our CX Advisory team