Metrigy found that 82.7% of companies will have completed a CX transformation initiative or have one underway in 2023. The biggest focus areas were around worker-focused initiatives, foundational technologies, and applications and channels. Let’s take a closer look at each of these, below.
Worker-focused initiatives
It’s been said that happy employees create happy customers, so we weren’t surprised to learn that CX solutions that help manage agents’ schedules, performance, and productivity are top of mind. Metrigy found that 54% of CX leaders are adding tools to improve agent scheduling and capacity planning, while 52% are adding workforce optimization technology.
Applications and channels
Virtual assistants and automated chatbots comprise 41% of CX transformations, along with projects that involve generative AI. Metrigy also reported that 40% of companies are adding visual engagement channels to their portfolios, as video and screen-sharing enable more engaging interactions between participants.
Foundational technologies
To build a stronger foundation, 48% of CX leaders are integrating contact centers with unified communications platforms and CRMs, while 46% are adding management tools to improve their network, audio, or video performance. Cloud-based apps also remain popular, with 40% of leaders adding solutions built for the cloud to on-premises platforms. Meanwhile, 31% are moving off-prem and migrating to the cloud.