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While the past year was marked with an increased return to normalcy – travel, more time in offices, and unmasked face-to-face interactions – macroeconomic challenges persisted.
According to the 2023 CallMiner CX Landscape Report, 45% of senior CX and contact center leaders strongly agree they want their organization to do more with fewer resources in the current economy, and 49% believe AI will help them achieve greater efficiency to optimize CX strategies when under financial strain.
While there has been positive momentum, the majority of organizations are still collecting mostly solicited CX and customer satisfaction feedback (71% in 2023 vs. 79% in 2022).
Organizations are adopting AI technology, but many also acknowledge risks, including exposing their company to security and/or compliance risks (45%).
68% say the CX data that is being collected is often not harnessed to their organization’s best advantage, and 50% lack effective communication between departments.
To develop the CX Landscape Report, CallMiner worked with Vanson Bourne to survey 700 senior decision makers from contact center and CX departments in the US, U.K. and Ireland, South Africa, France, and Germany. Respondents hailed from organizations that had a contact center with 100 or more employees across healthcare (public and private), financial services, technology, and retail sectors.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.