On Thursday 27 February, Outcomex and Cisco cohosted an insightful workshop and presentation at the Cisco Sydney office, exploring the future of AI in customer experience. Barry Fialkov, Outcomex’s Collaboration Practice Lead, cohosted with Cameron Adams, Head of GTM and Strategy at Cisco Webex, to present new and innovative ideas on collaboration and the evolution of AI-driven contact centres. 

The discussion highlighted the growing challenges businesses face in meeting the expectations of a diverse customer base that spans multiple generations who all have different needs and standards of customer service. Traditional methods like phone calls and emails alone cannot suffice anymore as customers now require a personalised experience. However, if the AI is implemented poorly, it can prove to create frustration, rather than improve service.

With the cost of introducing AI into infrastructures is reducing, automation has become more accessible and efficient. While AI enhances efficiency, the importance of human agents remains – particularly for handling sensitive and complex issues. Many customers feel that AI-centric systems can be more difficult to deal with, and less accessible for the customer – hence the necessity of human escalation combined with automated frameworks. A well-designed customer journey must balance automation with human interaction, ensuring that customers receive the right support. 

Future-proofing customer engagement requires businesses to design AI-driven experiences that are proactive, efficient, and still human-centric. Accessing different channels is essential, as it helps prevent customers from having to repeat themselves across different platforms. By tailoring AI to industry-specific needs and leveraging real-time performance improvements, businesses can boost customer satisfaction and operational efficiency.

Outcomex, in partnership with Cisco, is delivering AI-enabled contact centre solutions that provide seamless multi-channel customer interactions. Our approach leverages AI models for more accurate insights and enhances real-time performance. The AI revolution in customer experience is only just beginning, and we are at the forefront, committed to driving innovation in this space.