CX Revolution Extends Beyond The Contact Center, Creo Solutions Podcast, Can CX mean more than using technology in a technology industry?

“When we think about CX, as we've been talking about it as an industry, we've really been thinking about contact center,” says Robert Galop, Co-Founder of Creo Solutions ( www.creosolutions.tech ). Can vCons take us further? Can AI-empowered CX tools bring improved CX to industries such as consumer retail or automotive?

In this podcast, we hear from Thomas Howe, CTO of Strolid, a company bringing technological change to the automotive sector. “What we're saying about a CX revolution really comes down to the fact that with a new vCon standard, you're able to capture and collect and analyze all the things your customers say. For all the ways in which we weren't listening to them, either one by one or as a group, all of those improvements will now be available to us for the customer experience.”

“We mean big CX,” adds Howe.

Are you listening?

One of the aspects of this change is the simple act of listening. As Jeff Pulver points out, we listen with our minds, not our ears. We possibly hear a conversation, but we don’t necessarily process everything.  “If my sister and I vConned every conversation we had leading up to the last event we did, we would know who was right and who was wrong. Perhaps I was wrong, but I don't remember hearing certain things. But with a VCon, there's no more indecision because it'll be on record and it'd be authentic. It's authenticated what was said. And really what drives this is the confluence of not just this technology, but the fact that we're living inside of a gen AI revolution.”

Imagine the number of human misunderstandings driven by a lack of listening.