Why CX is at a tipping point: The need for connected systems

🎉 CX Day 2025: Insight Before Automation 🎉 In this year’s CX Magazine CX Day feature, Phil Smith, Our CEO at QPC Group, highlights a critical truth for today’s customer experience leaders: “CX is at a turning point… The collision of ‘Digital First’ strategies and underinvestment in the Voice Channel has caused serious decline in service quality. The key issue now is whether companies adopting Agentic AI do so with meaningful insight - understanding the why behind customer contact and the effectiveness of resolution. Only then can organizations balance automation with the human touch.” 💡 At QPC, we believe this insight is exactly what’s missing from many CX strategies and it’s why we created Tracxion, our advanced analytics and journey intelligence platform. 🚀 Tracxion helps organisations: ✅ See the whole customer journey, across every channel ✅ Identify where automation genuinely adds value and where human empathy matters most ✅ Use real-time data and voice analytics to uncover the root causes of friction ✅ Build CX strategies that improve experience, protect brand reputation, and deliver ROI On this #CXDay, we’re celebrating the innovators combining human insight with smart automation to create exceptional customer experiences. 👉 Check out the full article in CX Magazine for more on Phil’s perspective and other CX leaders’ insights: 🔗 https://lnkd.in/dpKBvxJV And learn how Tracxion helps you turn insight into action: https://lnkd.in/dwB-XkVX #CXDay #CustomerExperience #AgenticAI #ContactCentre #VoiceAnalytics #Tracxion #CXInnovation #CXLeadership

Read below to find out out how Phil Smith, our CEO, highlights a critical truth for today's customer experience leaders. #CXDay

Is the most profitable path in CX always the most efficient one? Our article explores how companies are making strategic investments in empathy and customer loyalty, even when these choices might appear inefficient in the short-term. Learn how leading brands are: ✅ Building loyalty through seemingly “inefficient” practices ✅ Using AI to enhance rather than replace human connection ✅ Training agents for deeper customer relationships “As artificial intelligence and automation reshape customer experiences, organizations feel they have to choose between efficiency and empathy. This is a false dichotomy,” explains Jim Mitchell, vice president of customer experience and digital innovation at TELUS Digital. Discover how your organization can balance efficiency with empathy to drive lasting customer value: https://lnkd.in/gd-8U2Rk

The Trust Gap: Why Customers Are Walking Away In a world of instant digital interactions, trust is the new currency, and it’s in short supply. “Today’s customers demand instant answers, personalised experiences, and round-the-clock support across all channels. They expect service to be seamless, proactive, and emotionally intelligent. And they expect it within an instant,” Hayward said. “It’s not just about automation — it’s about improving human agents so they can focus on complex, high-value conversations that build loyalty and trust.” #CX #AI #FutureofWork

A new report from Five9 has revealed that 72% of consumers are now open to AI-powered interactions, highlighting a growing expectation for businesses to integrate AI into customer experience strategies. The 2025 Customer Experience Report, based on a survey of over 1,000 consumers across the US, UK, and Canada, sheds light on shifting consumer preferences and the importance of balancing technology with human support. Learn more via Call Centre Helper: #TheNewCX #PowerOfMore #CustomerExperience #AI

A new report from Five9 has revealed that 72% of consumers are now open to AI-powered interactions, highlighting a growing expectation for businesses to integrate AI into customer experience strategies. The 2025 Customer Experience Report, based on a survey of over 1,000 consumers across the US, UK, and Canada, sheds light on shifting consumer preferences and the importance of balancing technology with human support. Learn more via Call Centre Helper: #TheNewCX #PowerOfMore #CustomerExperience #AI

Customer Effort Score (CES): The Underrated CX Superpower in the Age of AI In the fast-evolving world of digital and AI-powered customer experiences, one metric is rising above the rest: the Customer Effort Score (CES). As CX leaders debate the impact of generative AI and automation, CES stands out as the clearest indicator of how well organizations truly serve their customers with minimal friction at every touchpoint. Why CES Deserves the Spotlight The CES asks a basic question: how easy was it for a customer to get their issue resolved, make a purchase, or find information? Yet, its implications are profound. Research shows that 96% of customers who experience high effort become disloyal, while low-effort interactions increase repurchase intent to 94%. High effort doesn’t just cost loyalty, it drives up service costs, Gartner reports low-effort interactions are 37% less costly than high-effort ones. CX in the Era of AI and Automation As businesses roll out AI chatbots, automated journeys, and predictive support, CES becomes even more critical. AI tools promise efficiency, but only CES reveals if they truly reduce effort or just add new frustrations. Predictive CES approaches use AI analytics to score every customer interaction in real-time, ensuring issues are caught (and resolved) before they drive customers away. More Predictive Than CSAT or NPS While CSAT and NPS are useful, CES more accurately predicts future churn and loyalty. It highlights not just what customers feel, but exactly where in their journey friction is hurting the relationship empowering CX teams to act decisively. Action Points for CX Leaders ▪️ Track CES across all channels to pinpoint (and remove) friction. ▪️Use AI-powered analytics to predict and address high-effort interactions in real time. Remember: customer loyalty now hinges less on delight and more on ease. In today’s world of instant answers, speed, and AI augmentation, CES is no longer a “nice-to-have” metric. It’s a core pillar of customer experience strategy. Reducing customer effort transforms frustration into loyalty and with AI, this transformation can (and should) happen at scale. #CustomerExperience #CES #AI #CustomerSuccess #CXTrends #CustomerLoyalty

In 2025, AI 🤖 isn’t just a tech trend, it’s a clear driver of performance. The pressure is on for CX leaders to deliver more responsive, personalised, and cost-efficient service, without sacrificing the human touch – and AI is the only way to do it at 📈 scale. Parloa and Verint have partnered 🤝 to help brands orchestrate a scalable, multilingual AI workforce alongside skilled human agents. It’s designed to drive down costs and elevate 🚀 both efficiency and customer outcomes. ⬇️Learn more – read Parloa’s guest blog today. #AI #Bots #AIBusinessOutcomes #Parloa #Partnership #CustomerExperience #CX

In 2025, AI 🤖 isn’t just a tech trend, it’s a clear driver of performance. The pressure is on for CX leaders to deliver more responsive, personalised, and cost-efficient service, without sacrificing the human touch – and AI is the only way to do it at 📈 scale. Parloa and Verint have partnered 🤝 to help brands orchestrate a scalable, multilingual AI workforce alongside skilled human agents. It’s designed to drive down costs and elevate 🚀 both efficiency and customer outcomes. ⬇️Learn more – read Parloa’s guest blog today. #AI #Bots #AIBusinessOutcomes #Parloa #Partnership #CustomerExperience #CX

In 2025, AI 🤖 isn’t just a tech trend, it’s a clear driver of performance. The pressure is on for CX leaders to deliver more responsive, personalised, and cost-efficient service, without sacrificing the human touch – and AI is the only way to do it at 📈 scale. Parloa and Verint have partnered 🤝 to help brands orchestrate a scalable, multilingual AI workforce alongside skilled human agents. It’s designed to drive down costs and elevate 🚀 both efficiency and customer outcomes. ⬇️Learn more – read Parloa’s guest blog today. #AI #Bots #AIBusinessOutcomes #Parloa #Partnership #CustomerExperience #CX