The AI Revolution Is In Full Swing: Are You And Your Team Fully Embracing It?
At this year’s 2024 TSIA Envision Event, industry leaders across Customer Support, Success, Professional Services and more gathered to discuss the future of B2B with AI serving as a catalyst.
Customer experience, in particular, continues to be on the brink of revolutionary change driven by the rapid advancements of digital assistants, AI agents and agentic platforms.
Once again, TSIA President and CEO J.B Wood delivered a compelling keynote, one where he cautioned and advised teams to think of their AI adoption to date.
“Many of you will find that you are under advantaged when it comes to AI and that should change,” he shared with strong conviction. “Imagine a competitor who gets super aggressive with AI and provides a more rewarding experience to your customer, while cutting costs by 40%.”
If you couldn’t make it to TSIA it in person, we’re sharing 3 key takeaways here from J.B’s speech. The reinvention of our industry is on a fast track and will quickly evolve in 2025 and beyond.
B2B Models: A Look At The Before and After
Gone are the days of siloed tools and disconnected data. AI agents are here to create a seamless, consistent experience across departments. Furthermore, AI will help your company create experiences that they haven’t been able to create before. This is where what J.B. referred to as “AI job math,” comes into play.
Every department leader must know and convey what AI is going to help your people to start doing and stop doing. As part of this, headcount will be less, and remaining employees will need to move into creating more value.
Sign up for the full keynote replay on the TSIA website.
Another key callout that J.B. shared echoed the headlines. Tech spending is up, while labor spending is down. Companies now need to monetize and improve the services that are offered today as license consolidation will only grow.
Managing and Leading The Evolving AI Workforce
While it’s true that AI will eliminate some jobs, it’s equally important to recognize that AI will also create new ones. As managers and leaders, there is a pressing responsibility to guide teams through this transition. This involves not only identifying roles that may become obsolete but also equipping the workforce with the skills needed to thrive in an AI-augmented environment.
See more clips and highlights from TSIA Envision here.
The Urgency of AI Adoption
Perhaps the most resounding message from TSIA was the sense of urgency surrounding AI adoption. After two years of discussions about AI transformation, the industry consensus is clear: organizations that delay embracing AI risk being left behind. This call to action was coupled with an important reminder for CX leaders – while efficiency and cost-cutting are important, they shouldn’t be the sole focus. There’s a growing emphasis on solutions that also help upskill the workforce.
Conclusion
As we stand on the cusp of the AI revolution, it’s clear that the future of customer experience will be dramatically different from what we know today. Organizations that can successfully integrate AI, adapt their processes, and upskill their workforce will be well-positioned to lead in this new era.
The message is clear: the time to act is now. Are you ready to embrace the AI-driven future of customer experience?
We’ll continue this conversation and share our own insights on December 4th during our “AI in Action” event. TheLoops is featuring Support Leaders and peers who are well on their way as early adopters of AI. More details can be found here.
