Podcast ¦ CX Diaries: Steering Through the Customer Experience Universe Strategic Insights

Summary

This podcast episode features the President of Global Business Processing Outsourcing at CGS. She discusses her journey in the contact center industry and the challenges that businesses face in customer service experience. Jeast also talks about the changing dynamics of the industry, the impact of generative AI, data security concerns, and the importance of providing omni-channel support.

Key Points

• CGS is a global contact center business that provides customer service in over 28 languages.
• The industry is facing economic pressures, regulatory changes, and evolving business models.
• Companies are starting to outsource customer care and explore automation with generative AI.
• Data security and privacy concerns are critical, and CGS prioritizes strict protocols to comply with regulations like GDPR and CCPA.
• An omni-channel support approach is crucial to meet the expectations of customers and provide seamless customer experiences.
• Emotional connections and empathetic human interactions are still essential, even with advancements in technology.
• Cultural and lingual diversity is a strength for CGS, but it requires significant effort to ensure quality service across different languages and cultures.
• CGS believes in leveraging technology and human touch to provide the best customer experience possible.

Key Statistics

• CGS has over 10,000 employees.

Key Takeaways

• The contact center industry is going through significant changes due to economic, regulatory, and technological factors.
• Generative AI has the potential to transform the industry, but the full impact is yet to be determined.
• Data security and privacy concerns are crucial, and companies must prioritize strict protocols to ensure compliance.
• An omni-channel support approach is essential to meet customer expectations and provide seamless experiences.
• Human interactions and empathy are still valued by customers, even in a technology-driven environment.
• Cultural and lingual diversity can be a strength in customer service, but it requires effort to ensure quality service across different languages and cultures.