CIOInsider India Magazine

It’s an undeniable fact that mere products or brand names don’t cut it anymore for customers in this tech-ade. Today, when consumers or businesses purchase a product or service, they aspire to buy a package with a hassle-free 360-degree experience. According to a report by Meticulous Research, the

global Digital Transformation Market size, which was worth $695.5 billion in 2023, is projected to achieve a market size of $3,144.9 billion by 2030, growing at a CAGR of 24.1 percent from 2024 to 2030. It’s a sure bet that the CX teams will see a fair amount of this influx on their shores.

While CX functions are driven by every thing from personalized marketing experiences to hassle-free payments and seamless access to products and services, the most crucial aspect remains customer support. The ‘press-one-for-English’era of customercare experience is evidently evolving into a more advanced & dynamic customer support experience powered by AI. Organizations envision new avenues to steer their customer contact centers toward prodigious efficiency while saving money in the process. But just like any other technology intervention, it sounds rosier in words. Consumers are yet to be convinced of talking to an AI chatbot. They seek a human in flesh and blood at the other end of the line to understand their emotions and solve their challenges with empathy. Let’s hope the fine-tuning era of AI has something for contact centers. In this special issue of CIO Insider, we shed light on some of the companies enabling this.
Do let us know your thoughts.