4. Contact Centre Technology Evolution
FtF &
SnailMail
Telephony
Call Routing
Automation /
Self-Service
Email &
Cellular
VOIP
Social Media
Bots
Customer
Interface
• Speed
• Efficiency
• ? Effectiveness
• Changing
Medium
• Same Context
5. Customer Experience Journey
FtF &
SnailMail
Telephony
Call Routing
Automation /
Self-Service
Email &
Cellular
VOIP
Social Media
Bots
Customer
Interface
• More Choice
• More Options
• Same Needs
• Less Personal
• More Generic
6. Service Delivery Journey
FtF &
SnailMail
Telephony
Call Routing
Automation /
Self-Service
Email &
Cellular
VOIP
Social Media
Bots
Customer
Interface
Intimacy
Connection
RPC
Bulk
Processing
Increased Complexity
Reduced Control
Cost Saving
Sorg vir Jouself!
7. 4IR & AI – Friend or Foe?
Now 2050
• Optimisation Emphasis
• Automation of Bulk Processing
• Human Intervention for
Complex Problem Solving
• Advanced Interpersonal
Communication Skills
AIDevelopment
Time
Simple Intelligence
Super Intelligence
Deep Intelligence
Singularity
8. Ready or Not …
Current Reality
• Customer Service perceived
as cost drain
• Bulk Processing Emphasis =
Poor Service Ethic & Skills
• Foundational training using
18-yr old unit standards
Survival Needs
• In-depth insight into full
product & service delivery
chain
• Competence in complex
problem solving skills
• Advanced inter-personal &
communication skills
9. What Should You Be Doing Right Now
• Get informed
• Get involved
• Start fighting to keep a balance between human need and
machine efficiency
• Start advocating for the changes you need to stay relevant
• Flex; Evolve; Adapt; Mutate