Today, our members met in beautiful Lodi, California at the headquarters for Clark Pest Control. Thanks to our sponsors, C1 and Genesys, we had great presentations and discussion about CX cloud trends and about CX Analytics.
Brett Weigl from Genesys started off the day highlighting some of the findings in their 2023 State of the Customer Experience report. No surprise here that channel agnostic experiences remain elusive. There continues to be massive opportunity in the area of omni-channel solutions.
Some other key findings were:
41% of CX leaders struggle to explain what drives changes in CX metrics
20% of CX leaders don’t understand which moments are the most important to customer
50% of organizations believe their own company silos are the biggest obstacles to CX success
Brett also spent some time on where contact centers are in this new age of AI, focusing on Large Language Models.
Kellyn Mitchell from C1 then presented on CX Metrics and Analytics.
After a terrific lunch, we heard from a panel of leaders in the contact center space, Randy Soapes and Kellyn Mitchell from C1 were joined by Brett Weigl from Genesys and ICMI 2023 Best Workforce Manager, Dr. Debra Benson.
Thank you, again to our sponsors and members for another awesome event. We’re looking forward to seeing you all again in 2024.