In 2023, customer experience (CX) and the contact center finally appear to be getting the investments both deserve. Metrigy research has revealed a huge jump in the number of companies focusing on CX transformation this year.

Recent findings show that 82.7% of surveyed companies have completed, are in the process of completing, or are currently planning a CX transformation project, up from just 53% in 2022. And 8x8’s own recent survey of more than 300 contact center and IT leaders finds that 99% of organizations are planning to dedicate more spending on contact center operations overall this year.

Investing in AI for customer engagement

Without a doubt, much of the planned investment will go toward adopting or increasing automation. According to 8x8’s research, 93% of contact center and IT leaders consider contact center automation a very or extremely important focus, and that percentage rises to 95% among organizations with larger contact centers. As the integration of AI in contact centers becomes more prevalent, the telecom marketplace is evolving rapidly to offer innovative solutions that cater to these technological advancements

Metrigy’s Customer Experience Optimization 2023-24 global research study of 641 companies shows that AI is commonly being used for CX automation via more than 25 AI-enabled applications including:

  • agent assist
  • text analytics
  • speech analytics
  • translation and transcription
  • natural language processing
  • and conversational AI

Surveyed organizations say they have plans to utilize more than double the amount of AI-enabled apps by 2025, and estimate that AI is already involved with resolving an average of 44.5% of customer interactions. As capabilities and usage expand, Metrigy projects this will quickly rise to 60.9% by 2025.

But there is no doubt that organizations are already finding success when using AI in their customer experience improvement and transformation initiatives.

According to Metrigy’s Customer Experience Optimization 2023-24 global research study, the general use of AI in CX initiatives:

  • improves company revenue by 19.6%
  • increases customer ratings by 20.5%
  • and boosts contact center agent efficiency by 12.7%

But the organization’s research success group, which includes companies with higher-than-average success in multiple advanced CX technologies, shows even more impressive results. Check out this Metrigy infographic below.

Metrigy_Infographic_AI_Delivers_Measureable_Value_for_Customer_Experience.png

Want to read more from Metrigy on contact center and CX innovation? Read the post written for 8x8 by Metrigy CEO and Principal Analyst Robin Gareiss: Embrace Your Transformation to Build Exceptional Customer Experience.