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03.27.14 | blog

Webinar: 2018 CX Predictions

Could New Technology Mean the End of Live Agents?

Technology has reached an inflection point of impact on customer experience; and firms of all sizes need to pay attention to the effect new tech, such as biometrics and artificial intelligence, has on the customer experience.

Recent IDC research predicts customer care will fundamentally change in less than three years:

By 2020 50% of customers will experience an Artificial Intelligence support interaction

Within 2 years, algorithms will handle > 15% of businesses' customer experience decisions; a shift from person-to-person to machine-to-person engagement and transactions

By 2021 privacy will be redefined from the "Selective Sharing of Data" to the "Value of Data" –  empowering the consumer’s demand of VIP services in exchange for data

Amid all the high-tech buzz, where does the agent fit in? 

To be prepared for these shifts, businesses must know when, and how to focus both tech-driven and live resources – and understand the key drivers to a quality interaction.

  • The move towards “Value of Data” for VIP services will increase demand for complex and thoughtful person-to-person engagement for a true white-glove experience.
  • Genuine human empathy, when handling (frustrated) customers that AI cannot satisfy, will provide a distinct advantage – and quality is key to delivering exemplary service to more demanding customers.

Interested in learning more?

Join Arise Virtual Solutions and guest speaker, IDC Analyst, Mary Wardley, for a live webinar that explores how the growing complexity and intertwining of products and services will increase pressure on CX and raise customer experience expectations.


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