CX Agility Leads Interactions Live
Thousands of CX professionals attended Interactions Live, the biggest Customer Experience event of the year, to gain unprecedented insights for adopting an agile approach. In case you missed any of it, here are the highlights from this year’s event:
A view from the top
NICE CEO, Barak Eilam opened Interactions Live with a unique virtual keynote in which he spoke about the critical importance of extreme agility in achieving and maintaining business success.
Achieving this agility is crucial and is the reason why NICE launched the CX Agility Index at the show. The ranking system groups organisations in sinkers, floaters, swimmers, and leaders categories. NICE’s ambition is to be a true partner and enable customers to become CX leaders and Barak showcased three steps customer service organizations need to take to get there:
1. Agile Service Model:
Establishing a strong, stable, yet flexible foundation, that allows companies to respond to extreme changes with zero disruption or downtime and in real-time. An optimised time-to-innovate allows organisations to stay ahead regardless of the situation.
2. Agile Workforce Divergence
The ability to dynamically manage office employees with at-home employees – a dynamic mix of in-house vs. outsourced service – and a smooth transition between on-shore and off-shore workforce is the new reality. The old privilege of having agents that are dedicated to a single channel is gone. A fully agile workforce must have the ability to seamlessly move between channels and be equally efficient. The notion that human agents and bots can be managed separately is also gone, just like the ability to engage and manage employees across generations, a tight convergence of human and artificial intelligence is a core component of an agile workforce.
3. Agile Real-Time Insights
Past trends and analytics are important to drive efficiency, but they are often worthless in a time of sudden and critical changes to the business. Agile real-time insights are all about the power of analytics that you can drive in real-time, and that can help in forming the actions that should be taken immediately in the moment.
4. The CX Agility Index
Agility plays such a central role in our ability to succeed, that I believe it forces us to define a brand-new measurement. We are therefore are introducing the CX Agility Index, grouping organisations in sinkers, floaters, swimmers, and leaders”, explained Barak Eilam.
“Our vision is to be a true partner and enable our customers to become CX leaders. I’m am proud to have seen many of our customers evolving into such leaders at an accelerated pace under often difficult conditions.”
“For many years we were all busy building Customer Service organizations that have been perfected to strike a balance between efficiency and customer experience. But these two elements alone, efficiency and experience, have now become yesterday’s recipe for success. As we look into the future, it is high time we add a third element – Extreme CX Agility. Achieving extreme agility requires re-programming of many of our existing processes and acquiring new habits. It is essentially about developing a new organizational muscle.”
Adapting to the new world
Leadership in these uncertain times requires being ready for anything, as new challenges appear.
In their session Paul Jarman, CEO of NICE inContact (Pictured Top Left) , and Barry Cooper, President, NICE Enterprise Group, (Pictured bottom left) highlighted how contact centre leaders are using the latest innovations from NICE to pivot, accelerate, and perform better than the rest, boosting agility in customer and employee experiences.
“We know that between 60% and 80% of contact centre agents are currently working from home”, emphasised Cooper.
“And we expect that at least 30% of those agents will remain working from home even after there is a vaccine for COVID-19.
This hybrid mode of operation requires extreme workforce agility. This requires organizations to enable their entire workforce to work from anywhere, at any time and on any channel. Extreme workforce agility is the next frontier of employee engagement”
To view the event keynotes and selected customer sessions please Click Here
NICE is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.
For additional information on NICE visit their Website