AI Is Not Your Next Competitive Advantage – The New CX Is
September 17, 2024
Everyone is zeroed in on the potential ROI of AI. And there’s a lot of assumption that AI is your next competitive business advantage. It’s not.
AI-powered customer experience (CX) is.
At Five9, we’re calling this The New CX, and we’re unveiling how you can put it into action at our upcoming CX Summit in beautiful Barcelona this November.
Right now, I want to dive into a few ways that you can start to unlock the competitive power of the New CX in your organization.
Don’t Be Fooled: CX Is Still Your Competitive Advantage
AI is creating a lot of hype, and it has a ton of potential. But it’s not going to be the reason your customers love you. CX is still the leading cause of customer loyalty and retention. That’s not going to change.
What is changing is how you compete on CX. And to do that, you must change how you deliver CX.
The New CX leverages a practical approach to AI that is built less on hype and more on tangible use cases – or as we like to call it, actual intelligence. But this approach is not just about AI. It’s about harnessing human potential, deeper service levels, stronger partnerships, and real-time business intelligence to deliver better customer service outcomes. We want AI that’s meaningful and easy for you to deploy – everywhere across your business. And everywhere matters.
Customers reward brands that deliver a consistent omnichannel experience – the more seamless, effortless, and joyful, the better. For too long, CX has been siloed within the customer journey. You can’t afford to let that be true anymore.
Today, the New CX requires that the contact center be a center of innovation that drives revenue, customer retention, and trust at every customer touchpoint.
Unlock The New CX Today
The New CX hinges on technology that offers a complete, cloud-native, AI-embedded platform that optimizes self-service and supports employees to deliver joyful CX. It opens a realm of new possibilities for taking CX to the next level.
To get started:
Think outside the contact center box. The contact center is now about customer experience across the business. It’s designed to support every customer interaction. Determine how you can utilize the contact center in new ways.
Reimagine what’s possible for every employee. The New CX optimizes self-service, and it empowers every employee to deliver the best CX your customers have ever had. With a New CX platform at their fingertips, you can equip every employee with real-time context and insights to help them manage their engagement with customers.
Don’t get lost in the AI Wild West. The New CX requires consistency and stability amidst rapid AI development cycles. At Five9, we’ve developed a methodical, proven AI process that includes four repeatable steps to design AI with ROI-driven results.
Be willing to invest in change. We’re all weary of disruption. The New CX demands a willingness to let go of old ways and invest in something new. It’s not about tossing out the CX wisdom we’ve gleaned during the last 50 years – it’s about putting that wisdom to work in new ways. Brands that lead in implementing the New CX will be seen as visionaries with the potential to garner more market share.
Find a trusted partner. The New CX requires a mindset and strategic shift. You’ll gain a greater advantage if you partner with CX experts that can draw on decades of experience across industries in designing, implementing, and measuring CX initiatives.
I’m super excited about what’s possible with this next generation of CX, and I especially love seeing the relief and joy on the faces of CX teams when they find out that they can put the New CX into play today. If you’d like to explore how you and your team can do this, reach out.
And please join us in Barcelona for Five9 CX Summit on November 12-14, 2024. We’ll show you some cool things that no one else in the industry has!
