Category: Customer Experience.

Contact centre leaders are under increasing pressure to do more with less, improve customer experience, support agent wellbeing and meet ever-tightening compliance requirements, all while controlling costs. Yet many organisations are trying to solve these challenges without a clear view of where agent time is actually being spent.

The role of the contact centre agent is evolving - from a task handler to a knowledgeable, empathetic problem solver. Yet, getting the fundamentals right remains critical. In the past year, 30% of consumers globally stopped doing business with a company due to poor experiences.

Artificial intelligence (AI) adoption in the contact centre space is accelerating as executives look to keep pace with competitors and rising expectations. Yet, reports that up to 95% of AI projects fail reveal a deeper issue: many organisations are deploying AI before defining the business problems they are trying to solve.

In an effort to help gauge business readiness in the sector, unpack the challenges, and explore how leading organisations are unlocking the true potential of AI, Connect hosted an executive roundtable discussion, bringing together senior leaders from across industries.

With language localisation emerging as a key AI-powered competitive differentiator for customer experience, the technology is rapidly evolving from the text level to voice-to-voice capabilities — where translation happens in real time, without ever converting speech fully into text.

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.