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Today’s customers expect every interaction to feel seamless and personal. Meeting that expectation is about more than retention — it's about building trust and loyalty that lasts well beyond a single transaction.
When experiences fall short, frustrated customers can be quick to speak out, switch providers and share their stories on social media. However, every positive interaction holds equal power to spark loyalty and advocacy. According to Conduent research, 75% of consumers are willing to forgive a company’s mistakes after they've received excellent service.
The Contact Center: A Critical CX Touchpoint
One of the most influential touchpoints between businesses and customers is the contact center. Elevating CX begins with maximizing the value of these interactions — ensuring customers feel heard, supported and confident their concerns are resolved.
Improving experiences requires acknowledging the role CX plays in business goals. This starts with enhancing both the agent and the customer experience with technology and processes that elevate your agents to support your customers lifetime value.
Empowering the People Behind Every Experience
Every customer conversation is a chance to build or break trust. That’s why agents need tools that simply workflows, surface relevant insights and let them focus on listening and responding with empathy.
This includes equipping agents with the data they need to solve customer issues without requiring customers to repeat themselves or being passed from one agent to another. According to the latest CMSWire research, 31% of survey respondents believe that “knowledge management solutions for contact center staff” is one of the areas where the employee experience has a significant direct impact on the customer experience. Further, 49% of survey respondents see a strong link between the customer experience and the employee experience. The quality of the digital experience your employees have with internal applications, such as their intranet, collaboration tools, CRM systems and more, directly affects the quality of your external digital customer experience.
Harnessing AI for Both Customer Experience and Process Improvements
Too often, outdated systems slow everyone down, customers and agents alike. AI offers a chance to change that. By automating routine tasks, surfacing relevant knowledge instantly and personalizing interactions, AI frees agents to focus on the human moments that technology can’t replace.
Simply put, your technology needs to be able to do more. The recent advancements in AI and GenAI enable organizations to streamline operations, automate knowledge delivery and tailor customer interactions at scale.
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Supporting Agents as Part of a Holistic Customer Experience Strategy
Technology is powerful, but it’s not the whole story. At the heart of every experience is a human connection, and Conduent research says that 40% of consumers prefer human interaction for resolving issues. Empathy, patience and understanding remain irreplaceable. Empathy and understanding remain key components for delivering effective customer service in an omnichannel environment.
Organizations can’t treat the customer and agent experiences as separate siloes. Contact centers aren’t always the last option for some customer interactions — in some cases it’s the first depending on the complexity of a customer’s issue. When customers agents have the tools they need to answer their own questions — and agents have the tools to address customer issues when customers reach out — everyone wins.
Nearly all customers expect to be able to do anything online they can do either over the phone or in person. It’s up to organizations to ensure that they can meet customers where they are, because reducing the number of visits to the contact center will free your agents to tackle higher-level asks and tougher questions. This positively impacts both agents and customers, boosting customer satisfactions and improving customer retention and loyalty.
Conclusion
The future of customer experience will be built on a balance: smart technology that anticipates needs and human support that builds trust. Together, they create experiences that are efficient, empathetic and memorable.
Technology can benefit both sides — giving customers access to the information they seek and agents the data they need to deliver superior customer experiences. AI is a valuable tool that can handle low-level tasks and deliver the right information at the right time. Together, this mix of technology and process improvements can come together to elevate customer experience and drive measurable business impact.
See how Conduent can improve your contact center experience and more at conduent.com.
