2024 CX EXECUTIVE RESEARCH REPORT
People vs. Technology: A Symbiotic Relationship
The data illuminates a critical divide: While people are indispensable, technology
is viewed as the driving force in shaping customer experiences. The success of
contact center operations hinges on harmonizing these two elements.
Emerging technology, such as automation and AI, facilitates operational efficiency, but its effectiveness is
contingent on a skilled workforce. It’s essential to cultivate a well-trained team that can leverage the full
capabilities of your contact center technologies.
Technology investments and coaching and training initiatives should be viewed as something other than
priorities one and two. Instead, consider them 1a and 1b, as the two investments will complement one another
and increase the overall performance of your operations.