The future of digital customer contact is central to a series of interviews with eleven experts from customer contact, organized by Frankwatching. Their various responses show how difficult it is to say anything about the impact of GenAI on customer contact in, for example, a year. But we can extract a number of important trends from the answers.
The experts agree that the current digital customer service needs to be improved significantly. Think of outdated chatbots, impersonal answers and chatbots that do not understand customers.
The eleven experts also advocate for more trust in GenAI technology and therefore less manual work for customer contact employees. But they also warn against hasty implementation, without looking at existing customer contact and channel strategies.
You can see what the experts think about this in the video below, which kicked off conversation conference on September 19, 2024 at Jaarbeurs Utrecht.
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