Process automation, the development of artificial intelligence applications, and the growing importance of outsourcing in customer service – these are just some of the key trends identified as a result of a study conducted by OEX VCC. The company sent an anonymous survey to managers responsible for the Customer Experience area in their organizations. The study was carried out in substantive cooperation with EduFocus and DobreBadania.
What will CX, that is, building customer experiences, look like in 3 years? What will change, and what will be particularly important? – these are the questions VCC experts sought to answer by organizing a study among their clients. The respondents represented, among others, the e-commerce and retail industry, the banking, financial and insurance segment, FMCG, the medical industry, as well as real estate and telecommunications.
According to the majority of respondents (80%), process automation in service and self-service will be key in company strategies in the coming years. The study results indicate that automation will definitely go hand in hand with the highest quality of customer service and the best operating standards.
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Nearly 70% of respondents indicated voicebots and chatbots as the solutions in which companies will invest the most in the coming years. Other popular technological solutions will be AI systems (based on artificial intelligence) and RPA (Robotic Process Automation) directly supporting the work of customer service consultants, as well as systems for in-depth data analytics.
I am convinced that there is no turning back from new technologies in CX, and automated handling of processes and customers will continue to gain importance. The conclusions from the research interviews, as well as our experience from working with many organizations, indicate that the most needed solutions are conversational bots and intelligent systems supporting the work of consultants, analytics and quality maintenance. It is in this area that we expect the fastest technological development and the largest investments. – comments on the study results Ewa Czarnecka, President of the VCC Management Board.
One of the issues raised in the study was remote work. Respondents agree that this model of cooperation will remain in customer service teams. Over 50% of those surveyed indicated that it will become permanent. The others pointed to the possibility of using remote work in connection with factors such as consultant performance, shift work, or circumstances such as a pandemic.
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Another important trend indicated by respondents is multilingual customer service. As many as 80 percent of those surveyed see a demand for contact center support in languages other than Polish. As key languages in customer service, respondents primarily indicated English, as well as Ukrainian. Moreover, nearly 80% of respondents are of the opinion that customer service outsourcing will gain importance in the coming years.
Most important Customer Experience trends according to the OEX VCC study
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The study conducted by VCC indicates the growing importance of Customer Experience in Poland. It is an industry that is developing very dynamically, and companies such as Voice Contact Center ensure the highest standards of customer service, in line with current trends.
I am pleased that decision-makers in the industry point out that ensuring the highest quality and operating standards in customer service is extremely important, and that they are increasingly verifying adopted operating models by collecting objective customer assessments using indicators such as NPS, cSAT or FCR. – adds Ewa Czarnecka.
The report is available for download at this link.
About VCC and the OEX Group:
VOICE CONTACT CENTER sp. z o.o. belongs to the OEX capital group. VCC offers the operation of professional customer service offices, often supported by proprietary conversational bots. The company provides multichannel customer service not only in Polish, but also in many foreign languages.
OEX Group
OEX is a capital group specializing in providing services and technologies in the sales area. OEX's clients include leading Polish and foreign brands from the eCommerce, FMCG and telecommunications industries. The OEX Group consists of several companies that employ over 1,400 people in total. OEX S.A. has been listed on the Warsaw Stock Exchange since 2005.
Summary
The study conducted by OEX VCC in cooperation with EduFocus and DobreBadania shows that the future of Customer Experience is primarily automation, artificial intelligence and the development of conversational bots. Nearly 70% of respondents plan investments in voicebots and chatbots, and 80% see the need for multilingual customer service, including in Ukrainian.
Importantly, more than half of those surveyed predict that remote work in customer service teams will remain permanent. The report also points to the growing role of outsourcing in customer service, and the authors emphasize the importance of indicators such as NPS, cSAT and FCR in verifying the quality of activities.
