// FEATURE // partnerships and innovative funding models to sustain their Digital Transformation journeys .

The rise of hyper-personalisation

Generic , templated communications are dead . We ’ re seeing a definite shift towards hyperpersonalisation . Every aspect of conversation needs tailoring . From greetings to language tone , it all matters . AI will match the right agents with specific customer problems . It will predict customer needs before they even make contact . New tools promise major improvements in customer satisfaction through tailored wording . People face a bombardment of communications daily . The signal-to-noise ratio is critical . Without proper tailoring of tone , mode and empathy , messages simply vanish into the noise . This trend presents SMEs with a significant opportunity . By adopting hyperpersonalised tools , SMEs can build stronger relationships and enhance brand loyalty .

The human touch remains crucial as automation increases . We need to immerse agents in brand values and customer context . This becomes especially important in globally distributed contact centre networks . For SMEs , where resources may not allow for extensive training or international agent placements , innovative solutions such as virtual reality training and AI-powered coaching tools can bridge the gap . Everyone talks about empathyfilled conversations , but empathy comes

from giving agents the right contextual information about products and situations . It ’ s about equipping them with the tools and knowledge to deliver authentic interactions .

The path to success

Looking ahead , success in 2025 demands balance between technological advancement and human connection . For SMEs , the path forward involves leveraging affordable and scalable tools to implement AI , while retaining the personal touch that often sets them apart . Contact centres often sit at the bottom of organisational spending priorities but we ’ re seeing a shift . The focus is moving from pure price-based decisions to a price-plus-value approach . It ’ s about finding that sweet spot between innovation and responsibility , between automation and authenticity , as we navigate this exciting new chapter in customer experience . For SMEs willing to embrace both the challenges and opportunities , 2025 promises to be a transformative year in customer service . The question isn ’ t whether to adapt , but how quickly we can do so while keeping the customer at the heart of every decision . �

SMES MUST DEMONSTRATE CLEAR SAFEGUARDS AND TRACKING MECHANISMS FOR EVERY CONVERSATION , ENSURING AI STAYS ALIGNED WITH DATA PRIVACY PRINCIPLES AND ONLY USES DATA FOR ITS INTENDED PURPOSE .

Intelligent SME . tech

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