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The past two years have proven transformative for artificial intelligence (AI), including generative AI.
In fact, 87% of global contact center and customer experience (CX) leaders across financial services, healthcare, retail, and technology industries believe implementing generative AI is key for their customer service and CX teams, and 91% agree that AI will help optimize CX strategies.
While there is still room for improvement, fewer organizations say they don't know which AI technology best meets their business needs (37% in 2024 vs. 44% in 2023).
While 62% of organizations have at least partially implemented AI technology, 63% said implementing the technology was more expensive than expected.
Organizations have made significant strides in employee training. Over half (51%) conduct regular group training (vs. 35% in 2023) and 35% are executing 1:1 coaching (vs. 18% in 2023.)
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.