2024 CX EXECUTIVE RESEARCH REPORT
By the Numbers
Before shifting attention to the
deeper insights yielded by our
survey, review this rundown of some
key findings that have immediate
implications for your contact
center management strategy.
People vs. Technology Impact
A majority (60%) of executives share that a
trained and engaged workforce is vital for day-
to-day operations. At the same time, more than
50% assert that contact center technologies
significantly enhance the customer experience.
The most successful contact center leaders
understand that the success of one element is
inextricably linked to the other.
Investment Priorities
Investment preferences vary across industries,
but there is an apparent tilt toward technological
improvements. This emphasis on technology
does not diminish the importance of investing in
people through training and coaching. Investing
in the workforce is especially important in sectors
like financial services.
Nearly 60% of respondents prioritize AI and related
automation technologies. Executives in specific
sectors are leaning into AI at an even higher rate:
65% in Fortune 500 companies, 69% in telecom,
and 69% in retail. The AI revolution is in full
swing, and leaders of the world’s top businesses
are on board. This generates a new question,
however: how to incorporate AI technologies into
the contact center efficiently while still engaging
the people? Training is at the top of the list.
Coaching and training come in at a distant second
to technology, with 27% of respondents listing this
as their top goal. However, 50% of respondents
in the financial services sector cite coaching and
training as their primary investment priority. This
number indicates the recognition of the tight
regulations this sector faces, as an under trained
workforce can expose businesses to liability.
Companies need to remember that to maximize
the ROI of their AI investment, they will also need
to invest in training and change management for
their employees.