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FROM UNCERTAINTY TO INNOVATION : THE FUTURE OF CUSTOMER EXPERIENCE FOR SMES IN 2025
Organisations are under intense pressure to automate while preserving the human touch , navigating challenges like fragmented data systems , talent shortages and rising customer expectations for seamless , meaningful interactions . In light of this , Hans Zachar , Group CIO at Nutun , delves into how organisations can balance cost-cutting with delivering empathetic , hyper-personalised customer service .
FTER A YEAR marked by
A indecision and uncertainty in customer experience ( CX ) technology , 2025 is shaping up to be what I ’ d call ‘ the art of the possible ’ year . Contact centre operators who spent last year grappling with the promises of Generative AI ( GenAI ) are now ready to move from theory to practical implementation . GenAI has become an absolutely massive topic . Many organisations , particularly customer service operators , found themselves asking : what does the future actually look like ? This uncertainty , combined with the cost of living crisis , led many to focus on no regret efficiency moves . Business continuity planning took centre stage , with emphasis on diversifying contact centre networks .
Shifting focus for SMEs
For small and medium enterprises ( SMEs ), ensuring a fantastic customer experience is no easy task , especially in today ’ s digital era . Unlike larger organisations , SMEs typically operate with constrained budgets and resources , and as a result , struggle to experiment broadly with AI implementations . However , SMEs have a unique advantage where they are proving more resilient , agile and adaptive . This agility allows SMEs to react quickly to changes in the market , such as shifts in customer preferences , new regulatory requirements or economic fluctuations . For SMEs , 2025 will be about striking a balance between leveraging cutting-edge technology and managing costs effectively . By focusing on scalable and accessible AI solutions , SMEs can punch above their weight in delivering exceptional customer experiences . Tailored AI applications will allow these businesses to compete on nearly equal footing with larger players , fostering innovation within constrained budgets .
Moving from uncertainty to action
The predominant theme of 2024 may have been uncertainty but this year we will see a marked shift towards practical innovation . Organisations have done their homework – they ’ ve identified viable use cases and now they ’ re ready to start trialling AI implementations through proofof-concepts ( POCs ). We ’ ll see two distinct approaches emerge . Some organisations will go all-in , and they ’ ll achieve significant cost reductions but risk customer service quality . Others , including many SMEs , will opt for a more measured strategy where they ’ ll selectively automate specific tasks to complement . In fact , SMEs are particularly well-positioned to embrace these POCs , as their leaner structures enable them to act swiftly on identified opportunities .
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SMES HAVE A UNIQUE ADVANTAGE WHERE THEY ARE PROVING MORE RESILIENT , AGILE AND ADAPTIVE .
Intelligent SME . tech
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