Major changes in business operations and consumer behavior since the start of the COVID-19 pandemic have increased demand for advanced customer experience (CX) capabilities, with enterprises adopting new technologies at different rates depending on their maturity and needs, according to a new research report published today by Information Services Group, a leading global technology research and advisory firm. "Modern digital customer experience technology is becoming essential, especially as hiring and retaining skilled agents grows more challenging. Companies are seeking providers' help at all stages of this evolution." The 2022 ISG Provider Lens Contact Center -- Customer Experience Services Archetype report finds that contact center operations are being transformed by automation and analytics as companies adapt to remote, home-based and hybrid work models. More companies are embracing AI bots, speech analytics, sentiment analysis and other tools to improve both customer and employee experience.

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Emerging technology trends clearly point to a future encompassing screen-less interactions between businesses and consumers, with voice, augmented and virtual reality, wearable devices, and artificial intelligence, gradually but definitely removing the traditional graphic user interface (GUI) from the equation. The next decade is expected to be even more disruptive based on the methodologies used by customers to interact with brands. A closer glimpse of the consumer landscape, reveals irrefutable enthusiasm for artificial intelligence (AI) as compared to other upcoming technologies. However, the technology is still in the experimental phase. Even though the majority of enterprise leaders consider AI to be a business advantage, many organizations are taciturn to trust AI to the extent of deferring implementation and hence are yet to benefit from the technology's promising capabilities.

AlphaGo beating Lee Sedol, Go World Champion, may make us humans feel uneasy when confronted with such intellect, but should we instead be embracing artificial intelligence (AI)? Optimists see AI to be the saviour of customer experience in the financial services industry. Siri and Cortana are now at the frontline of providing information services, before we would of had to manually type into a search engine or call up a customer service team to find the answer. This seems just the beginning of AI enhancing customer experience, and its influence in the financial services sector is growing. The financial services sector has been excited with news of BBVA working on their virtual banking assistant Lola, RBS investing into a robo-advisory recording system and Mitsubishi UFJ challenging Lola with their humanoid virtual assistant Nao. All have promised a more efficient and reliable experience for the customer.

AlphaGo beating Lee Sedol, Go World Champion, may make us humans feel uneasy when confronted with such intellect, but should we instead be embracing artificial intelligence (AI)? Optimists see AI to be the saviour of customer experience in the financial services industry. Siri and Cortana are now at the frontline of providing information services, before we would of had to manually type into a search engine or call up a customer service team to find the answer. This seems just the beginning of AI enhancing customer experience, and its influence in the financial services sector is growing. The financial services sector has been excited with news of BBVA working on their virtual banking assistant Lola, RBS investing into a robo-advisory recording system and Mitsubishi UFJ challenging Lola with their humanoid virtual assistant Nao. All have promised a more efficient and reliable experience for the customer.