Blog

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February 6, 2025

Customer Support With AI Is Impressive, But We Still Need A Human In The Loop – For Now

AI-powered customer support is transforming CX, but human agents remain essential for complex interactions. Discover how to balance AI automation with human expertise.

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January 30, 2025

Flexible CX: The End of the Contact Centre Era

For decades, outsourced customer service has remained largely unchanged. Business Process Outsourcing (BPO) providers continue to offer contact centre solutions, often priced using the Full-Time Equivalent (FTE) model. But in 2025, does this model still make sense?

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January 23, 2025

Why AI & CX Platforms Are Replacing Contact Centres in 2025

This post discusses how traditional contact centres are being replaced by AI-driven CX platforms in 2025. It explains that these intelligent systems manage a large portion of customer interactions with remarkable speed and precision, offering benefits such as faster response times, 24/7 availability, and personalized experiences. The post compares this shift to the disruption in the financial sector, where fintech companies have outpaced traditional banks by leveraging advanced technology. It emphasizes that for businesses, adopting AI and automation in customer service is no longer optional but essential to remain competitive, reduce costs, and enhance customer satisfaction.

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December 23, 2024

Where is CX going In 2025? Probably not to Contact Centers

Where is the focus for customer experience (CX) going in 2025? What are company leaders really seeking when they ask a partner to help them manage and design their CX processes? One thing that is absolutely clear for 2025 is that nobody is looking for a company that will just manage their contact center. That ship has sailed.

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December 20, 2024

How does AI change the profile of the people you hire to manage CX?

At the recent younite CX2024 event we explored an important question around the way that artificial intelligence (AI) is changing the way we need to hire people to work in customer experience (CX).

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December 19, 2024

How do agents go from Problem-Solving To Relationship-Building?

During the recent younite CX 2024 event, Oliver Dippel from Telefónica Germany talked about how human CX agents can work more effectively with artificial intelligence (AI). Oliver’s presentation unpacked a bold new vision. Imagine AI handling the heavy lifting, while agents focus on empathy, deeper customer connections and driving sales with a more personal touch.

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December 19, 2024

Why a platform strategy beats BPO for your sales strategy

As the year draws to a close I have been thinking about one of the most common questions people ask about yoummday - what is the difference between a CX platform and a business process outsourcing (BPO) solution?

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October 17, 2024

Customer Service Executives Need To Build A New Strategy For 2025

The blog post highlights the shift from traditional contact centers to AI-driven customer service strategies, emphasizing the efficiency of chatbots in handling simple inquiries and allowing human agents to focus on more complex issues. Companies are urged to adapt by integrating AI and rethinking their support roles to create a more flexible, skilled, and respected customer service environment.

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October 16, 2024

How is AI changing the travel industry?

The blog post highlights how recent advancements in Artificial Intelligence (AI) are transforming the travel industry. AI enhances efficiency and personalization through automated check-ins, proactive rebooking, and quick access to information via digital assistants, significantly improving customer service and overall travel experiences.

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