Intelligent CXO Issue 21 - Page 22

EDITOR ’ S QUESTION

2022 has reaffirmed the importance of customer experience ( CX ) delivered through social media . Social media is a hive of activity , with a predicted 15 million active TikTok users in the UK by 2025 , and we have seen the impact it can have on businesses that use it effectively . We have worked with a number of customers from various industries to deliver CX integrations with Instagram as it became a major customer support channel , and we expect TikTok to follow a similar path in the next 12 months . However , although TikTok shows great promise , offering a huge opportunity for brands to connect with younger audiences using shortform video format , it must overcome some pressing data security concerns .

THIS HAS BEEN A KEY PART OF OUR SUCCESS AND I EXPECT MORE COMPANIES TO FOCUS ON DEVELOPING THE NEXT GENERATION AS PART OF THEIR GROWTH PLANS OVER THE COMING YEAR .
In 2023 , our product roadmap will reflect the needs of our customers , which are largely driven by the demands of consumers and citizens . We constantly strive to predict and adapt to emerging trends , and our cloud-based Contact-Centre-asa-Service ( CCaaS ) model allows us to deliver agility to our customers and meet evolving needs .
One of the biggest items on the agenda for our customers in 2023 is immersive CX , even if it isn ’ t fully operational as of yet . Seventy percent of CX industry professionals believe that interactions through virtual reality ( VR ) will join traditional and digital methods as a recognised front-line support channel by 2028 . However widespread adoption of VR technology is needed before customers will be able to use immersive CX channels to interact with brands .
In the more immediate future , we expect to see the increased proliferation of AI deployed in various roles , such as conversational machine agents , helping to tackle the repetitive and monotonous tasks that drive customer frustration and agent attrition . With the job market still turbulent , AI has huge potential to help and will be of benefit to CXOs as they look to leverage the best talent while retaining valuable team members .
Technology vendors aren ’ t immune to hiring challenges and therefore we are likely to see a larger focus on nurturing and developing staff . At Content Guru , we hired 102 graduates in 2022 and this recruitment drive will continue in 2023 . This has been a key part of our success and I expect more companies to focus on developing the next generation as part of their growth plans over the coming year .

MARTIN TAYLOR , CO-FOUNDER AND DEPUTY

CEO , CONTENT GURU

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