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Motivating Industry Innovations

Motivating Industry Innovations

Motivating Industry Innovations

An industry that was ripe for innovation and it remains so today.

As I write this, the sea of predictions for 2024 are coming out. If these prognosticators are anywhere near correct, then 2024 will be yet another growth year for our industry. Lots of chatter about employee experience, customer experience (CX) transformation, and more cloud acceleration. However, the hottest topic remains artificial intelligence (AI). More on that later.

All these projections showcase the tremendous potential still ahead in our industry. Given this is the 15-year anniversary edition of Contact Center Pipeline, I couldn’t help but reflect on the growth we have experienced – even in the face of challenging circumstances.

The sea of predictions for 2024 are coming out. If these prognosticators are anywhere near correct, then 2024 will be yet another growth year for our industry.

In my first Contact Center Pipeline article in 2009, I wrote about solutions from our industry being able to deliver a tangible ROI even in the face of a declining economy. When I first learned that Linda and team would be launching a publication focused on the contact center, I was excited. Many were skeptical if it could survive, but I thought the timing was right, and if the editorial was done well, then the publication could not only survive, but thrive in the long-term.

Fast forward 15 years and the publication has indeed thrived, thanks to many of the subject matter experts over the years, such as Lori Bocklund, Kathleen Peterson, Paul Stockford, and so many others. We have seen so much innovation over the years - from CTI to WFO to UC (yes, we love our acronyms!). And now generative AI and bots are all the rage. It’s an industry that was ripe for innovation and it remains so today.

The reason for our combined success? That’s simple: It’s the smart, interesting, and compelling people.

Further, as an industry, we are a resilient bunch. We persevered and succeeded during tech downturns, economic crises, the “great recession”...and even a pandemic. We created call centers, and then contact centers, and then customer engagement centers, and we keep going! All these topics and tech have been written about, researched, and opined here in Contact Center Pipeline. Where else can you find the tough questions, challenging ideas, and suggested solutions in such a robust fashion.

It’s thrilling to be part of not just a product offering but a segment of the tech market that “crosses the chasm.” The reason for our combined success? That’s simple: It’s the smart, interesting, and compelling people. Innovators, practitioners, advisors, and thought leaders all coming together. It’s no surprise then that our industry will lead the AI revolution with practical applications and use cases that will help organizations achieve their lofty customer service and CX goals.

We have been batting around the idea of automation in the contact center for many years. Automate your processes (RPA), automate your quality evaluations, automate your schedules...just to name a few. Are we ready to take the next step with AI? Chairman Emeritus at Cisco, John Chambers, has declared the “decade of AI” has truly begun. If so, I’m confident that contact center and CX leaders will light the way.

It’s no surprise then that our industry will lead the AI revolution.

We had a theme early on at Witness Systems called “Driving Innovation,” which later evolved into a customer forum, and after that an industry event with thousands of attendees from around the world. Those attendees represented some of the brightest stars in the contact center industry and they came to listen to industry experts and debate about where the industry was going next. Just as Contact Center Pipeline has done in its own way.

In fact, I’m sure you are reading this issue right now for the very reason the publication exists and thrives: “insight and inspiration for contact center professionals.” Here’s to another 15 years of inspiration!

Ryan Hollenbeck

Ryan Hollenbeck

Ryan Hollenbeck is a startup advisor, go-to-market leader and former contact center technology exec for 25 years. He continues to help companies scale their marketing, sales enablement and CX operations, both early stage and major enterprise software market leaders.

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