Category: Customer Experience.

On one side, systems of interaction – tools that manage how agents communicate with customers, from voice calls and chat to social messaging.  

On the other, systems of record – the back-end platforms that store and organise the data that defines the customer relationship, from CRMs to case management systems.

In the rapidly evolving world of customer experience (CX), organisations are under growing pressure to modernise operations, enhance customer engagement, and drive operational efficiency, often through artificial intelligence (AI). Yet, approaches to AI deployment diverge significantly across the market.

As part of Jaguar Land Rover's "Reimagine" strategy, a comprehensive plan to transform into a modern luxury business with a focus on sustainability and electrification, the company has implemented a contact centre digitalisation strategy with Connect UK to deliver exceptional customer service to its discerning clients.

At Connect, we’ve built our entire philosophy on this principle. Value isn’t something we tick off a list. It’s about understanding what really matters to our client; what they’re trying to achieve, what’s getting in their way, and what good actually looks like for them.

In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

Modern digitally-savvy consumers expect artificial intelligence (AI)-powered interactions across the customer journey when engaging with contact centres today, demanding natural, fluid interactions that closely mimic conversations and experiences with human agents.

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.