In this episode, Angus and Pete discuss the world of customer engagement, sharing feedback from listeners and insights from the recent Call & Contact Centre Expo in London. They explore the trends in vendor presence and the current state of AI in the industry. The conversation highlights the challenges and opportunities within customer engagement, emphasizing the need for meaningful discussions about technology and its applications. They discuss the current landscape of AI in customer engagement, highlighting the hype surrounding it. They emphasize the need for a comprehensive understanding of AI's impact on jobs and the environment, while also addressing the challenges faced by salespeople in articulating the benefits of AI solutions.
Takeaways
- The CC Expo had a smaller footprint this year compared to previous years.
- Big vendors dominated the expo, overshadowing smaller startups.
- AI is a hot topic, but discussions often lack depth and business cases.
- Salespeople may not be fully prepared to discuss AI's implications.
- The hype around new technologies often lacks practical depth.
- Security and privacy concerns are paramount for customers.
- Cost dynamics of AI implementation are complex and often overlooked.
- AI could replace human agents, but at what cost?
- Sustainability and environmental impact of AI are critical discussions.
- Salespeople are currently under-equipped to sell AI solutions effectively.
- Vendors are not providing clear information on costs and ROI.
Keywords
Angus and Pete Show, call centre, contact centre, contact center, customer engagement, CC Expo, Call & Contact Centre Expo, vendor trends, AI, customer experience, insights, industry trends, security, privacy, cost dynamics, sustainability, sales challenges, technology trends
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