5 Expert Contact Center Predictions For The New Year
CX Today, Friday, January 24th, 2025
In 2024, many contact centers started pulling in more data from the enterprise ecosystem, made significant AI progress, and placed greater emphasis on journey orchestration to deliver better customer experiences.
These trends will likely make further headway in 2025. However, others will also come to the fore as technology advances, AI becomes more intuitive, and economic strains linger.
Against this backdrop, Steve Morrell, MD of ContactBabel, and Steve Blood, VP of Market Intelligence and Evangelism at Five9, joined Thomas John, VP EMEA at Five9, on a recent webinar to discuss the contact center of 2025.