Retail
WHY CUSTOMER EXPERIENCE NEEDS A REALITY CHECK IN 2025
The customer experience (CX) industry is standing at a crossroads, where the to-day operations. So, with 2025 well underway, it’s time to separate the signal from the noise and address some of the big talking points in the industry, as , explains.
T
he customer experience (CX) industry is standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day
operations. So, with 2025 well underway, it’s time to separate the signal from the noise and address some of the big talking points in the industry, as Stuart Dorman, chief innovation officer at Sabio Group, explains. Let’s start with the AI circus. Te heavyweight bout between
Salesforce’s Agentforce and Microsoſt’s suite of AI solutions has captivated the industry’s attention, but we’re witnessing history repeat itself. Agentic AI represents one of the most exciting technological developments our industry has seen, offering genuine opportunities to do more with less and transform how contact centres operate. However, just as with the chatbot gold rush, organisations are discovering that success isn’t as simple as flipping a switch. Te reality is that enterprise-scale implementation requires a
sophisticated orchestration of multiple elements. Organisations need to systematically address their data architecture, knowledge
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management systems, and integration frameworks. User experience and design considerations must be carefully thought through. Success demands a broad spectrum of expertise – from AI specialists to UX designers, from data architects to contact centre operational experts. Only when all these elements are strategically aligned can agentic AI reach its full potential.
Tech giants set their sights on customer experience Te customer experience landscape is experiencing a seismic shiſt as major technology players – Google, Microsoſt, Amazon, and Salesforce – aggressively move into the contact centre space. Each brings innovative technologies with tremendous potential to transform customer engagement. Teir entrance signals an exciting new chapter in customer experience technology, with each player offering unique capabilities and approaches to solving complex customer service challenges. For us at Sabio, the opportunities at our disposal to take advantage of these rapid developments in capability are hugely exciting.
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