Jeff Rajeck says, “While many marketing functions are now being assisted by algorithms, one area seems to be immune to automation – customer engagement centres.

According to recent reports, contact centres currently employ millions of people globally and are set to grow by 10% annually until 2019 at least.

This seems counterintuitive. First off, marketers are frequently asked to do ‘more with less’ and keep headcount growth to a minimum.

Also, technology is emerging which could automate a large part of what these contact centres do. Online chat on websites and bot interfaces for messaging apps could be used to answer most customer queries using artificial intelligence.

So, why are customer engagement centres set to grow by so much? Why are they not feeling the same pressures to reduce size and headcount as other areas of marketing? And will ‘thinking’ marketing systems, or cognitive marketing, ever replace humans for ongoing customer engagement?”.

Three factors driving the future of customer engagement

Econsultancy

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