iQor’s Post

How Vision 2030 Drives CX Transformation in Government and Businesses? Vision 2030 is catalyzing transformation in both the business and government sectors, reshaping the landscape for the digital era. The shift towards digitization, a 'cloud-first' policy, and the burgeoning services economy have collectively thrust Customer Experience (CX) into the spotlight. Fascinatingly, CX has evolved into a central pillar of government and ministry transformation plans, taking the lead in implementing and setting standards for various CX initiatives within our country. We at Tenzai had the privilege of exhibiting at the CX Conference, where I was thrilled to witness numerous governments and ministries emerging as champions at the SCXA @2024 awards. Congrats to all the winners of SCXA 2024 Awards !!! During my one on one discussions, some of the most common CX use cases figured were: Social Listening: Leveraging the power of real-time insights. Agent Workflow Automation: Streamlining operations for better CX. Employee Training & Onboarding: Building a CX-centric workforce. Customer Analytics – Segmentation & Churn: Understanding and retaining customers. Survey Platforms: Gathering invaluable feedback. It's ipiring to witness how these initiatives are shaping the future of CX and driving positive change. #CXTransformation #Vision2030 #DigitalTransformation CXworld 4SiGHT Research & Analytics Tenzai Systems

🚀 Customer service excellence starts with empowered agents! Bala Prakash, Program Manager - New Products Development & Service Transformation at nbn® Australia, shared valuable insights at CX Network Contact Centre Week APAC on the importance of continuous agent development. Here's why this is crucial in our ever-evolving digital world: 1. Agent Buy-In is Key: Don't underestimate the importance of agent involvement and open communication throughout a transformation. 2. AI is a Powerful Tool for Agents: AI-powered solutions can improve first call resolution, provide real-time insights, and reduce repetitive tasks, allowing agents to focus on more complex and fulfilling interactions. 3. Integration Matters: Seamlessly integrating contact centre technology with other systems is essential for a smooth and secure customer experience. Want to stay ahead in customer service? ✅ Prioritise agent development: Invest in their skills, provide ongoing support, and create a culture of continuous learning. ✅ Embrace AI thoughtfully: Find ways to leverage AI to empower agents and create a better experience for everyone. ✅ Think outside-in: Always consider your customers' needs and expectations when developing solutions. #CX #CustomerExperience #AgentDevelopment #ContactCentre #AI #CustomerService

🥁Get ready for an extraordinary experience as we welcome Numr CXM as our Official 𝗦𝗶𝗹𝘃𝗲𝗿 𝗣𝗮𝗿𝘁𝗻𝗲𝗿 for the upcoming "𝟭𝟳𝘁𝗵 𝗘𝗱𝗶𝘁𝗶𝗼𝗻 𝗖𝗫 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗦𝘂𝗺𝗺𝗶𝘁 & 𝗔𝘄𝗮𝗿𝗱𝘀 𝟮𝟬𝟮𝟰 ." 🗓️Date - 𝟭𝟯𝘁𝗵 𝗦𝗲𝗽𝘁𝗲𝗺𝗯𝗲𝗿, 𝟮𝟬𝟮𝟰  📍Venue -𝗧𝗮𝗷 𝗠𝗚 𝗥𝗼𝗮𝗱, 𝗕𝗲𝗻𝗴𝗮𝗹𝘂𝗿𝘂 NUMR Inc. is at the forefront of revolutionizing customer experience management by intricately linking it to financial outcomes. With a unique blend of AI-powered conversational surveys, NUMR delves deep into understanding customer sentiments and emotions, achieving a nuanced understanding akin to human conversations. Beyond gathering insights, NUMR predicts the emotional states of the silent majority of customers, creating a comprehensive emotional landscape. NUMR transforms customer feedback into strategic financial growth, serving not just as a tool but as a crucial partner in driving business success. To know more visit www.numrcxm.com Join top industry leaders at the summit as we tackle crucial cx aspects, navigate evolving customer expectations, and drive the paradigm shift towards unparalleled customer experiences. 🚀   😉𝘾𝙪𝙧𝙞𝙤𝙪𝙨 𝙖𝙗𝙤𝙪𝙩 𝙩𝙝𝙚 𝙝𝙪𝙨𝙩𝙡𝙚 𝙖𝙣𝙙 𝙝𝙚𝙖𝙧𝙩 𝙩𝙝𝙖𝙩 𝙙𝙧𝙞𝙫𝙚 𝙩𝙝𝙚𝙨𝙚 𝘾𝙓 𝙄𝙣𝙣𝙤𝙫𝙖𝙩𝙤𝙧𝙨?   🌐Register now to learn more : https://lnkd.in/dwTGQccR 📞Contact Us - +91 8080160000 or 📩 Mail us at linda@ubsforums.com / mary@ubsforums.com #UBSFCX #CXStrategySummit #CustomerExperience #cxstrategies #ML #cxinnovation #DigitalTransformation #Innovation #networking #CXO #CustomerEngagement #cxinsights #customerfirst #GenAI #ubsforums

New NelsonHall’s Market Analysis on CX Services Transformation. The CX services market (excl. collections) is ~$104bn in 2024, growing at 4% CAAGR through 2028. The CX services market is led by Teleperformance, followed by Concentrix-Webhelp, and Foundever, closing the top 3. Application of customer-facing bots and intelligent IVRs is on top of mind for CX services clients. Buy-side requirements to support the adoption of CX Service transformation include needs for CXaaS, GenAI integration, and co-innovation partnerships. The main challenges for the adoption of CXS transformation are the need to infuse innovation across the entire client organization and customer journeys outside the remit of the CX function. https://lnkd.in/dxerqXBJ

😬The state of government CX today: Customer sat with the federal government sector was ranked at the very bottom in a survey of 78,000+ consumers by McKinsey eGain provides the top-rated, FedRAMP-authorized SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics. We are helping leading government agencies to provide stellar experiences to citizens !!! Talk to us to find out more. #eGain #knowledgemanagement #knowledge #km #governmenttechnology #fedramp

🚨 NEWSFLASH 🚨 - Awaken Intelligence and Tethr merge to create Creovai We’re excited to announce that we are bringing Awaken Intelligence together with Tethr to deliver a powerful new suite of conversational intelligence and agent guidance solutions. Together, we share a vision of AI’s power to transform customer and employee experiences. The new company’s name, Creovai, builds from the ideas of ‘creation’ and ‘trust’, two essential factors when building #customerservice programs. You can read more about Creovai here - https://lnkd.in/e6RnffRq #cx #technology #contactcenter

Behind the scenes of every contact center operation lie key insights that executives may not be fully attuned to. From the impact of employee morale on customer satisfaction to the potential of emerging technologies in enhancing service delivery, grasping these hidden dynamics is paramount for driving operational excellence and fostering a culture of continuous improvement. Struggling with limited visibility into customer insights through manual QA processes? Embrace conversation intelligence for a game-changing solution! By analyzing 100% of agent-customer interactions, unlock valuable feedback and sentiments that reveal precisely what your customers think about your business, product, and overall customer experience. https://lnkd.in/gFAD7fWu Our latest briefing enclosed via the post. D&M Enterprise Group #contactcenter #ai #growthstrategy #transformation

As CX'ers reflect on 2023, many are wondering which of its major developments will have the most influence on their work in 2024. Well, wonder no more! CX Network asked its Advisory Board and network members to share their outlook for the coming 12 months, and there are 6 key things you need to know #CXNetwork #CustomerExperience #2024CXtrends https://lnkd.in/eRHpQMfn

New NelsonHall vendor assessment analyzes Alorica’s offerings and capabilities in CX Services Transformation. Outsourcing clients looking for a CX services vendor with a strong employee experience framework with IP and management model and advanced investments with live programs in AI voice should especially consider this profile on Alorica. https://lnkd.in/e-w7dscH #cx #cxservices #cxtransformation

𝐈𝐬 𝐈𝐭 𝐒𝐭𝐢𝐥𝐥 𝐖𝐨𝐫𝐭𝐡 𝐈𝐧𝐯𝐞𝐬𝐭𝐢𝐧𝐠 𝐘𝐨𝐮𝐫 𝐂𝐚𝐫𝐞𝐞𝐫 𝐢𝐧 𝐂𝐨𝐧𝐭𝐚𝐜𝐭 𝐂𝐞𝐧𝐭𝐞𝐫𝐬? It’s a provocative question, but one I constantly see in threads all over our community. With the rapid evolution of technology and AI, many are wondering whether a career in contact centers is still a worthwhile path. My answer? Absolutely. But only if you recognise the incredible transformation happening right now. Welcome to the new generation of outsourcers. The contact center industry has evolved far beyond the basic customer service hubs it once was. Today, it’s a dynamic, innovative space where AI, automation, and advanced analytics are pushing the boundaries of what's possible in customer experience (CX). And it’s not just about tech. The human element—creating tailored, personalized interactions—remains at the core of what we do. What I find most exciting about this shift is how it benefits both customers and employees. The new era of BPO isn’t just about efficiency; it’s about elevating the experience on both sides. Companies are increasingly focused on treating their employees as well as they do their customers, recognizing that a happy, empowered team delivers better service. And when we invest in our teams, they’re able to foster those genuine, lasting connections that make a real difference in CX. In this changing landscape, it’s not about whether contact centers still matter—they do. It’s about embracing the fact that they’ve evolved into something much more. We’re blending human talent with the most advanced technology available to create experiences that are hyper-personalised and impactful. The future of BPO is bright, and I’m excited to be part of a company like Assist Digital that’s embracing this change and redefining what it means to be a true partner in CX. So, is it worth investing your career in contact centers? I’d say now more than ever. #CXTransformation #BPO #Innovation #EmployeeExperience #FutureofWork