Three CX Trends Heading into 2019—A Postcard from the Technological Edge

As the customer contact landscape continues to be disrupted, the CX team at Frost & Sullivan has seen three noteworthy topics come across our desks repeatedly over the course of 2018, each of which resulted in detailed white-papers. These are by no means the only technology-related topics of importance as far as the CX goes, but it’s noteworthy how much interest we received in them over the course of the past year, and how many companies will be deploying these solutions going forward. We recommend examining each of the following subjects, as they will be impacting enterprise CX strategy in 2019 and beyond:

· AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center.
· Robotic Process Automation (RPA) Solutions. RPA is an area that will have important business impacts over the short- and long-term.
· Agile & DevOps. Agile describes an approach to software development embracing requirements and solutions that evolve through collaborative efforts of self-organizing cross-functional teams and their customers, advocating adaptive planning, evolutionary development, early delivery, and continuous improvement, encouraging rapid and flexible response to change, while DevOps describes a blending of two disciplines in order to emphasize the collaboration, communication, and cohesion between typically separate developer teams and IT operations teams.
For more information: Ask about the following Frost & Sullivan white-papers:

· The AI-Powered Virtual Agent: Practical Realities & Actionable Strategies (published, 2018)
· A Strategic Approach to RPA(upcoming in 2019)
CX Innovation: Rising to the Challenge of Techno-Consumerism Through Agile & DevOps Transformation (published, 2018)


Author: Stephen Loynd