| | October 20186CIOReviewCIOReview2017 witnessed an unusual event, Customer experience (CX) quality ran out of steam. Even when companies started realizing the value of CX in their business, it plateaued for most industries. The reason was simple. Although CX was a classic land grab where companies found it easy to deal with obvious problems, soon customers' appetite for better experience increased and companies found it difficult to quench it. Miraculously, 2018 started with the new intent of companies to invest in latest technologies such as AI to create a sufficient contact center environment and ultimately regain the lost grounds on the CX trajectory. Companies leveraged their customers to teach their AI, and sales reps are train the AI rather than relying on out-of-the-box learning. In addition, the companies created that next level of data hygiene and knowledge management, which kept the automated systems updated through the enhanced adoption of the blended AI model for contact centers.The heightened expectations from the customer was also dealt by the industry through automation as this enabled agents to focus on helping customers and spend less time on navigating systems or post-contact wrap up. Additionally, automation at the desktop improved quality by decreasing errors of manual data entry, reduced rework, and decreased complaints. This approach of reducing manual tasks allowed for a better focus on listening to the customer, empathizing, and providing a frictionless experience.2018 saw major disruptions in the contact center landscape and according to us, it is just the beginning. We hope the valuable insights from industry thought-leaders and the innovative solutions from leading as well as emerging companies featured in this edition will help you in making informed decisions in your contact center endeavors in 2018.Let us know your thoughts!Jeevan George Managing Editoreditor@cioreview.comEditorialCenters of ExcellenceCopyright © 2018 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewOCTOBER - 08 - 2018CIOReviewEditorial StaffSalesShiv ShankerJustin SmithKenneth ThomasLester D'SouzaKyle SummersSarah FernandezVincent Georgevincent@cioreview.com510.330.5150Managing EditorJeevan GeorgeCONTACT CENTER TECH SPECIAL.*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffVisualizersJithin JohnContact Us:Phone:510-330-5150Fax:510-894-8405Email:sales@cioreview.comeditor@cioreview.commarketing@cioreview.comOctober - 08 - 2018, Vol 07 SE 87 Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com
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