CX Strategy in 2023: Building an Ecosystem for the Digital Customer Experience

Summary: The video discusses CX strategies in 2023, focusing on building an ecosystem in the era of digital customer experience. The guest speakers, Adam Renner and James Southworth, emphasize the importance of understanding customer data, leveraging AI and self-service technologies, and having a strategic approach towards adopting new technologies in the contact center space.

Key Points:

• 0:00 The discussion revolves around CX strategies in 2023, highlighting the need to build an ecosystem in the digital customer experience era.
• 2:59 Companies are seeing a strong demand for digital self-service options from customers, but there is a significant gap between company and customer perceptions regarding satisfaction with current tools.
• 7:25 The approach towards adopting new technologies like AI and self-service should be thoughtful and strategic, considering the company's readiness and objectives.
• 13:50 Best practices around data and self-service involve understanding the importance of data integration and orchestration to provide a better customer experience.
• 19:47 Data sources for understanding CX issues and predicting future customer behavior are diverse, ranging from web interactions to internal contact center data.
• 24:08 Companies need to have a well-defined strategy, orchestrating data and technologies in the next 3-5 years to enhance AI capabilities and improve customer interactions through virtual agents and predictive actions.