Vox Ventures’ Post

🚨 Is AI delivering on its promises? 🚨 A recent article from TechStrong highlights that business satisfaction with AI is falling short of expectations. While AI adoption continues to rise, many organizations are experiencing a gap between the promised potential and actual business impact. As leaders in advisory and research, we at ISG recognize these challenges firsthand through our Star of Excellence program, which captures real-world client feedback on technology partnerships, including AI implementations. https://lnkd.in/emDZd33g 📊 Our Q2 2024 CX Insights Report further reinforces this, showing that while AI solutions are increasingly integrated into enterprise strategies, the customer experience and satisfaction often don't meet expectations. Vendors must prioritize implementation quality, user adoption, and ongoing support to ensure that AI investments truly drive value. As we head into 2024, it's clear that the path to AI success requires not just innovation, but a laser focus on client outcomes and continuous improvement. Let's discuss how we can bridge the gap between AI hype and measurable success. 🚀 #AI #CustomerExperience #ISGStarOfExcellence #CXInsights #Innovation #DigitalTransformation #TechnologyLeadership

🚀 Wondering how to unlock Gen AI's potential with tech-enabled outsourcing?   As modern contact centers face increasing call volumes, talent shortages, and rising customer expectations, the pressure to deliver exceptional customer experiences continues to grow. According to McKinsey & Company, 80% of businesses plan to increase investments in #AI, making it crucial for customer care leaders to learn from early Gen AI adoption and seize its full potential.   Read more: https://lnkd.in/dy2VeY7e Gen AI has the power to transform contact centers, but only if implemented systematically and alongside the human touch. By partnering with a tech-enabled outsourcer like #PremierBPO, businesses can navigate this complex landscape and ensure that AI is optimized to enhance both service quality and efficiency. Contact us to learn more about how we can enhance your business outcomes: https://lnkd.in/diiaSFZQ   #GenAI #CustomerExperience #ContactCenters #BPO

#AI, #Strategy Enterprise satisfaction with AI, automation services lags despite growing number of deals, ISG study shows Outsourcing deals involving AI and automation are on the rise, even as enterprises rate their customer experience (CX) in those technology domains lower than in others, according to a new report from Information Services Group, a leading global technology research and advisory firm.   The latest ISG Star of Excellence(TM) CX Insights Report, a quarterly review that sheds light on what enterprise buyers think about their service and solution providers, shows AI and automation are leading the charge for providers in winning new outsourcing deals in 2024. Many companies consider AI and automation important tools for improved efficiency and cost savings. However, based on average CX scores in the second quarter, clients were less satisfied with engagements that involved those technologies. Generative AI (GenAI), which has generated exceptionally high interest and expectations this year, received the lowest average CX score of any emerging technology.   Overall satisfaction with providers in the second quarter, as measured by the average enterprise CX score across all technologies, industries, and regions, declined by more than 3 percent from a year earlier, to an average score of 71.5 on a scale of 1-100.   "In the wake of global technology outages this year, customer experience is more important than ever to enterprises when choosing outsourcing partners," said Heiko Henkes, ISG director and principal analyst in charge of the study. "To succeed under these conditions, providers need to understand the wide range of factors that can influence a client's satisfaction at each stage of an engagement." #AI, #RB

The Business Process Outsourcing (BPO) industry is gearing up for a transformative year, marked by technological advancements that promise to redefine the landscape. Among the various trends expected to shape the BPO sector, the integration of Artificial Intelligence (AI) and automation stands out as a game-changer. AI and automation are poised to revolutionize BPO operations, offering unprecedented efficiency and accuracy. In 2024, we anticipate an increased adoption of AI-powered process automation to streamline routine tasks. Read more in this article: https://bit.ly/3UdJ9MO #LinkedIn #BPOTrends #AI #Automation

The Business Process Outsourcing (BPO) industry is gearing up for a transformative year, marked by technological advancements that promise to redefine the landscape. Among the various trends expected to shape the BPO sector, the integration of Artificial Intelligence (AI) and automation stands out as a game-changer. AI and automation are poised to revolutionize BPO operations, offering unprecedented efficiency and accuracy. In 2024, we anticipate an increased adoption of AI-powered process automation to streamline routine tasks. Read more in this article: https://bit.ly/3UdJ9MO #LinkedIn #BPOTrends #AI #Automation

From AI to GenAI, Telcos have a huge opportunity to capitalize and improve #customerexperience, #serviceassurance, and revitalize growth. #genAI #Cognizant #telcos #transformation

🚀 AI is the Secret Weapon Reshaping MSP Strategies! 🔧 Managed Service Providers (MSPs) are using AI to supercharge their businesses! From predicting problems before they happen to automating tasks that free up your team, AI is the key to increased efficiency, lower costs, and happier clients! 😊 Ready to unlock your MSP's full potential? Dive into our latest blog to discover: 🌟 The game-changing benefits of AI in MSP operations 📈 How to stay ahead of the curve and dominate the competition! Don't miss out! Read the full article here:https://hubs.la/Q02xbWnY0 #AI #MSP #TechInnovation #FutureOfWork #PiaaiDesk

Enterprises are strategically aligning their priorities to emphasize customer experience while concurrently optimizing costs. This approach has fueled the surge in nearshore outsourcing, underpinned by considerations such as data security, cultural alignment, and the imperative for swifter response times. The increased usage of digital channels, coupled with the integration of generative AI and cloud-based solutions, signifies a paradigm shift in the contact center outsourcing landscape. Read more: https://lnkd.in/ekZ_BG_K #ContactCenter #AI #strategy Aditya Jain Libby Roney Matthew Barlow

Transform Your BPO Workflows with AI Agents 🤖** Looking to ramp up efficiency and streamline processes? AI agents are at the forefront, revolutionizing BPO operations. Here's a sneak peek into their capabilities: - **Dynamic Role Management**: Adapt quickly to changes with innovative role-based agent systems. - **Greater Flexibility**: Enjoy seamless integration and tailored solutions with open-source designs. - **Enhanced Decision Making**: Collaborate with AI to tackle challenges and refine processes. Explore these transformative insights in our latest blog! 🌟 https://lnkd.in/g7j4ZnPu #AIBPO #EfficiencyBoost #InnovationInAction

𝗥𝗲𝗱𝗲𝗳𝗶𝗻𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲: 𝗜𝘀 𝗬𝗼𝘂𝗿 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗔𝗜-𝗥𝗲𝗮𝗱𝘆? In the age of digital transformation, integrating AI into call centers is no longer a futuristic concept—it's a competitive edge. But where do you start? And how can you ensure AI truly enhances your customer service? We've broken down the journey into actionable steps on our latest blog. From unifying your data to selecting the right AI tools, and fostering a culture ready for change, we cover the essentials to get your call center not just AI-ready but future-ready. Why read this blog? • 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝘁𝗵𝗲 𝗸𝗲𝘆 𝘀𝘁𝗲𝗽𝘀 𝘁𝗼 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀𝗹𝘆 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲 𝗔𝗜 𝗶𝗻𝘁𝗼 𝘆𝗼𝘂𝗿 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀. • 𝗟𝗲𝗮𝗿𝗻 𝗵𝗼𝘄 𝘁𝗼 𝗰𝗹𝗲𝗮𝗻𝘀𝗲 𝗮𝗻𝗱 𝗺𝗮𝗻𝗮𝗴𝗲 𝘆𝗼𝘂𝗿 𝗱𝗮𝘁𝗮 𝗳𝗼𝗿 𝗔𝗜 𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲𝗻𝗲𝘀𝘀. • 𝗨𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱 𝘁𝗵𝗲 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝗰𝗲 𝗼𝗳 𝗮𝗹𝗶𝗴𝗻𝗶𝗻𝗴 𝗔𝗜 𝗴𝗼𝗮𝗹𝘀 𝘄𝗶𝘁𝗵 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗼𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲𝘀. • 𝗙𝗶𝗻𝗱 𝗼𝘂𝘁 𝘄𝗵𝘆 𝗰𝗵𝗼𝗼𝘀𝗶𝗻𝗴 𝘁𝗵𝗲 𝗿𝗶𝗴𝗵𝘁 𝗔𝗜 𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗺𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 𝘆𝗼𝘂 𝘁𝗵𝗶𝗻𝗸.    AI is transforming call centers, but only those who approach it strategically will reap the benefits. Don't let your call center fall behind. 👉 Dive into the full guide here: https://lnkd.in/egrZ_g6t #callcenter #contactcenter #ai #callcentergeek #technology #cx