1、Driving Impact at Scale in CX and EX with Intelligent AutomationHow the power of IA is leading to improved customer and employee experiences,stronger customer relationships,reduced churn,and a profitable future for UK contact centres Driving Impact at Scale in CX and EX with Intelligent Automation2T

2、he outset disruption caused by the COVID-19 pandemic in 2020,the depreciation of the pound since Brexit in 2021,and more recently,inflation rates rising to 9.1%in the UK,has ignited an extraordinary era of adaptation,transformation,and innovation in contact centres.Globally,the customer management i

3、ndustry is placing greater emphasis on people empowerment,employee culture,customer empathy,recruitment,and upskilling talent as both customers and agents start to feel the pinch from these impactful events.People want to deal with businesses who recognise who they are,what they are going through,an

4、d that their demands and realities are always shifting.As a result,businesses are looking to evolve their customer management strategies to bring about humanised experiences that are meaningful,precise,and personalised.In fact,PwC found that 42%of customers would pay more for a friendly,welcoming ex

5、perience.Responding to individual customer needs and changing market conditions requires leveraging customer data at the most granular level.Intelligent automation(IA)the combination of artificial intelligence(AI),business process management(BPM),and robotic process automation(RPA)will help place gr

6、eater focus on what matters most:better performance,a stronger workforce,and happier customers.Jay Gupta,Global Director of Product Marketing AI,Automation,and Analytics at Talkdesk,says:“IA lends a more dynamic automation environment by using customer interaction data,unstructured data,and AI to st