TTEC
EMEA Blog

ChatGPT unleashed AI to the masses. Though artificial intelligence and machine learning are not new, in the last few months generative AI like ChatGPT and others moved out of the IT lab and onto consumer devices to become available to anyone with a use case and sense of adventure.
 

The stakes this year are high: brands need to meet growing customer expectations by providing proactive customer service, omnichannel and personalised experiences, and the 24/7 access customers expect. But you also need to cut costs wherever you can.

After a challenging 2022 that brought growing inventories, an uncertain economy, and other challenges, retailers are looking to the new year—and sizing up the challenges and opportunities 2023 will bring.

Shoppers want interactions to be faster, easier, and more personalised than ever, yet retailers must try to meet these growing demands while cutting costs wherever they can.

2022 was a challenging year. While technology companies struggled to retain talent and grow their business without breaking the bank, high-tech brands were looking ahead to the new year and sizing up the challenges and opportunities 2023 will bring.

Consumers have spoken. They know what they want. They want autonomy—sometimes. Other times, they expect a helping hand, but want that assistance only on their own, highly individualised terms. “White glove” service is not an overstatement.
 

CX excellence is not a nicety to consider when there’s unspent budget funds or the economic outlook looks sunny. It’s uncertain times like now, with recruitment and retention concerns on the rise, that the customer experience needs to get a boost, not moved to the back burner.
 

Whilst it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023.

Companies are facing increasing cost pressures globally. Inflation is soaring and the cost of labour continues to rise as the war for CX talent rages. Brands have to consider new operating models and are more focused than ever on transforming their operations as they look to deliver enhanced results at lower costs.

TTEC EMEA has been a partner of Upstream Works for many years. Upstream Works has spent the past 15 years innovating how contact centres function. Their software is known for being focused on real business problems and they take pride in the fact that two thirds of all the features in their current system were requested directly by customers of the software.