In summer 2023 I was at a conference with other gestalt therapists. The topic of AI, its impact on the world, and all of us, and how we might move toward and with it as a community came up. The discussion included the relationship that ageing and getting older has to our attitude on AI. In my opinion, AI is a proxy for Change and in some ways for the shape of the future. There were a lot of emotions in the room, including my own. I felt my anger rise: these ‘kids’ who were being talked about as adversely impacted by ‘how the world is and the inevitable change in the world’ are not another species, they are my kids, aged 13 and 14. Amazing young people who will have to find their path through an uncertain future. I was surprised by some of the strong reactions and responses in the room.

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations.

There’s been plenty of talking points in 2023; with the explosion of generative AI of course being the main one. However, this year we will see some real change in the industry.

The contact centre is where the big opportunities lie for AI. Here, we have the perfect mix of business appetite, technology readiness and customer value. It’s a nobrainer. This run through should help any contact centre or CX leader understand where and how AI can help you improve customer experience and increase operational efficiencies.

Bias influences every decision we make, every piece of analysis we do and every conversation we have. And if you are reading this and thinking “not me” then this is an example of the objectivity illusion. This is a tendency for people to believe that they are more objective and less biased than others. 

Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience.  

Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.