Customer Contact Week 2025

Great first day at CCWinter with the CXO2 team, Sara Elmstrom, Dale Clifford and David Vincent meeting lots of great humans and unpacking what CX leaders are dealing with right now.

This morning, we heard from attendees that the most overhyped technology right now is AI.

It’s an interesting contrast to our interactive discussion group with leaders from a a broad cross section of industries and sectors - energy, not for profit, banking, mutuals, education, insurance and many more - who shared that the single biggest challenge today is manual processes! 

We unpacked the risk of automating processes without first critically assessing the effectiveness (and if it’s even needed still). Automation amplifies both efficiencies and inefficiencies.

Participants also talked about how it can be difficult to get funding. The further you get away from a customer, the more the experience translates into a number. We heard good examples of how powerful it can be to humanise the experience by running customer immersion days, sharing videos of the impact or spending time with frontline. 

The importance of investing in people - skills, coaching, training was also an area of debate. 

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Originally posted to LinkedIn by Sara Elmstrom.