New research from Cavell explores the latest trends in customer experience (CX) across the UK, Western Europe and US

The Customer Experience (CX) industry is rapidly adopting automation. However, new research by Cavell indicates that this shift won't drastically reduce contact centre agent numbers until after 2026.

1. Key Findings from Cavell's Q2 2024 CCaaS Market Evolution Report

• Research involved interviews with leading CCaaS and contact centre providers across the UK, Western Europe, and the US.
• Emphasis on understanding the future dynamics of contact centres.

2. Focus on Agent Assistance Over Full Automation

• Companies are experimenting with AI-powered systems.
• Main focus: Empowering agents with Agent Assistance platforms.
• No immediate drastic reduction in agent numbers as the industry remains cautious of full automation.

3. Trust Issues with Automation

• CX industry relies on agent confirmation to verify AI-recommended actions.
• Hesitation to trust automation beyond assistance roles.

4. Trends in the CCaaS Marketplace

• Technology convergence increasing competition between traditionally non-competing companies.
• Challenges in deploying AI-enabled integrated technology solutions.

5. Expert Insights

• Finbarr Begley, Senior Analyst at Cavell: AI and Automation are slower in reality than the hype.
• Companies prefer augmenting human actions with AI initially.
• Focus on keeping humans in the loop to prevent errors.

6. Market Projections

• UK CCaaS market value projected to reach $564 million by 2028.
• Forecasts on job impacts due to automation and growth in cloud contact centre solutions.

7. SME Market Focus

• Increasing availability of off-the-shelf packages for SMEs.
• Growing attention on SME-focused solutions in the CX industry.

Automation is transforming the CX industry, but contact centre agents will remain crucial until after 2026. The industry's cautious approach emphasizes augmenting human actions with AI while ensuring accuracy and building trust. Market growth and technological advancements continue to shape the future of contact centres, with a significant focus on SMEs.