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ReadersSpeak

AI shaping new CX trends customer and employee experiences; and insight into how
Toyota Connected delivers a seamless CX."
rian Cantor, principal analyst at Customer
Contact Week Digital (CCW), alerted us to The five trends Cantor identified are: personalization is
three new reports from CCW geared toward becoming more productive, so interactions are less about
B building a satisfying customer experience in small talk and more about predicting why a customer is
our digital age. Cantor authored two of them—Making interacting; the data revolution is here so brands need
Omnichannel a Reality and Digital CX Trends You Can't powerful, real-time actionable intelligence; journeys are
Ignore. His colleague Brooke Lynch wrote the third, How now relationship-minded, so the key is to identify how
to Establish Trust for CX. digital channels can work together to create effective
journeys; and trends three and four both have to do with
In his email, Cantor focused primarily on customer how generative AI is transforming the customer experience,
experience (CX) trends. "The current CX landscape is first by directly empowering agent productivity and
elevating the urgency of digital transformation, making second by making automated self-service increasingly
it crucial to be as efficient and effective as possible when more compelling for customers.
it comes to digital channels," he wrote, adding that the
special report on digital trends will "help you navigate All three reports are available in PDF format free of charge
the digital experience climate and provide the most at https://tinyurl.com/4byvz4xe. You'll need to provide name
crucial steps to take to deliver the most seamless customer and contact info to download them.
journeys possible." What about your customers?

Key topics Cantor listed include: "5 digital CX trends What have you done to upgrade the CX experience
you absolutely cannot ignore; the new definition of for your merchant clients? Have you used AI to make
personalization—and the costs of failing to meet this improvements? What have you merchants done to upgrade
standard; how to balance phone and digital in today’s CX for their customers? Tell us about it at greensheet@
omnichannel world; the impact of generative AI on greensheet.com.

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