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Key Takeaways
- Companies are underestimating the transformative impact of generative AI on customer experience (CX) by 2025.
- The focus is shifting towards the specialised training of AI models to improve customer interactions and minimise errors, particularly in niche areas.
- A growing emphasis on data integration is crucial for AI to effectively enhance customer service.
- AI is expected to handle low-value transactions, while human agents will manage high-value interactions that require emotional intelligence.
- The pricing model for CX services is transitioning from input-based to output-based pricing, highlighting a shift towards performance-driven metrics.
- BPOs must evolve by offering comprehensive CX solutions rather than relying solely on contact centre services.
- The demand for highly skilled agents is increasing as customer inquiries become more complex.
- To deploy AI effectively, companies must ensure robust backend data and processes are in place.
- AI must complement human touchpoints to foster deeper customer relationships and prevent interactions from becoming purely transactional.
- Clients should view BPOs as partners rather than suppliers to leverage their expertise in CX and technology.
- Companies should remain adaptable to future changes by focusing on long-term, value-driven partnerships.
- Emphasising emotional connections in customer interactions can significantly enhance loyalty and lifetime value.
Key Statistics
- A 60-90% drop in stock performance has been reported for some major BPO players.
- A 30% decline in input-based pricing over the past two years as businesses transition to output-based pricing.
Key Discussion Points
- The importance of specialised AI models in improving customer service outcomes.
- The critical role of data integration for successful AI implementation.
- The evolving responsibilities of customer service agents as transaction automation increases.
- The shift from input-based to output-based pricing models within the BPO industry.
- Challenges in defining successful metrics for output-based pricing.
- The necessity for BPOs to become systems integrators, not just service providers.
- The potential for AI to assist in sales processes, particularly in triaging customer needs.
- The significance of human touch in managing high-stakes customer interactions.
- The impact of customer lifetime value on AI and CX strategy.
- The influence of demographic changes on automation and service delivery preferences.
- The responsibility of BPOs to guide clients through informed automation decisions.
- The need for brands to maintain a holistic view of customer experiences, beyond just transactional interactions.
Podcast Description
In this insightful podcast episode, Mark Hillary from São Paulo, Brazil, hosts a discussion with Chris Haig from Yoomday and Leanne Rowlands of Tamar Solutions, exploring Yoomday’s CX Report for 2025. Titled “Transforming Customer Experience: The AI Advantage Meets the Human Touch,” the episode delves into emerging CX trends, including the rise of generative AI, the importance of human interaction amid automation, shifts in pricing models, and the future landscape of the BPO industry. The conversation emphasises the need for companies to integrate advanced technology while maintaining genuine customer relationships, ensuring they are well-positioned to navigate the rapidly evolving CX landscape.
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