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Advance Insights from Africa Blended AI Survey at Genesys Summit

Hot-off-the-wire, first-to-market results from the 2019 Africa Contact Centre Blended AI Survey will be released at the Genesys Blended AI Summit

Almost two thirds (64%) of global, midsized contact centers and CX executives recognize that the connected customer journey can elevate their competitive advantage and have an immediate impact on their business, and yet a report by Frost & Sullivan reveals that less than 30% express confidence in their ability to meet current and future needs.

The report entitled Midsized Call Centers Take a Digital-first Approach; Cloud Solutions to Power Customer Service in 2019 was sponsored by Genesys and found that it is imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. It explores what customer experience means to midsized organizations in terms of business impact, priorities and technological maturity. More than 40% of survey respondents believe anticipating and catering to consumer needs are by far the most important capabilities in providing good customer experiences.

The report also highlights technologies such as artificial intelligence (AI) which will be a popular topic at the Genesys Blended AI Summit 2019 to be held at the Maslow Hotel in Johannesburg, South Africa on Tuesday 2 July 2019. Currently, businesses are adopting an increasing number of AI point solutions to solve specific challenges. However, they are failing to realize AI’s full potential to improve customer and employee journeys because data remains fragmented across the end-to-end experience. As a result, AI’s ability to impact business outcomes remains limited.

The summit will aim to address these challenges and how organizations should approach AI in CX. Mark Angus, CEO, researcher and strategist of specialist research and advisory firm Knowledge Executive will be delivering hot-off-the-wire, first-to-market results from the 2019 Genesys Africa Contact Centre Blended AI Survey based on interviews with CX executives in Kenya, Nigeria and South Africa between May and June 2019. This includes quantitative insights on the impact of AI on contact center operations in Africa; business drivers to deploy AI in channels, marketing, sales and services; enabling (and re-skilling) human agents with automation; deploying AI up the value chain; and key criteria for AI and technology service providers.

KX media will be reporting on key trends, forecasts and insights from the Genesys Blended AI Summit 2019 on this site (watch this space!).

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Written by Mark

Knowledge Executive
Turnkey BPS and CX Research Firm
Knowledge Executive empowers and enables global Knowledge Leaders. We co-create and publish business, trade and investment research, market intelligence and insights for executives of today’s Experience Economy. This includes commissioned and syndicated research reports and qualitative/quantitative surveys covering business process outsourcing and services (BPO, BPS) and customer experience (CX).

A Pan-African to global research house, Knowledge Executive is a turnkey, service provider operating within the BPS sector with strong and relevant experience in research, advisory services, events, consultancy and media.

Knowledge Executive has published quantitative and qualitative surveys and intelligence reports including:

2008 South African National BPO & Call Centre Quantification Report
2012/13 Knowledge Executive Business & Market Insights for BPO and Call/Contact Centres.
2015/16 Knowledge Executive Business & Market Insights for BPS, Contact Centres, Marketing & Social Businesses with drill-down reports covering:
Human Capital & Skills Development
Offshoring, Onshoring & Nearshoring
Outsourcing, Co-sourcing & Insourcing
Customer Centric Marketing2017-2018 Knowledge Executive Global Finance & Accounting Outsourcing Survey.
2018-2019 Knowledge Executive Global HRO & Employee Experience Survey.
2018-2019 Knowledge Executive Global Vertical Customer Experience Research Reports.
Commissioned Investor Reports and Surveys for the Automotive, BPS, Banking, Insurance and Telecoms Sectors.

 

 

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