Gearing Up for 2025: Are You Ready for the Dawn of a New Age?

For the last decade, we have been engulfed by a modern industrial era. AI has revolutionised the CX landscape, effectively changing the way we consider contact support solutions and the nature of the customer journey, by increasing personalisation and reducing effort. It is creating opportunities for people and technology to work synergistically to deliver hyper-personalised, connected experiences across every platform for the end user.  

But we have only witnessed a fraction of the potential of AI to date, and as we bid farewell to 2024, the next revolution lies on the immediate horizon. We stand today at the precipice of the next era, where the advancements of the previous period will morph into something new, something that is more empowered, and more responsible, while still preserving the breakthroughs of the recent past. 

“We are already seeing a shift from a focus solely on being smarter and more efficient with the use of innovative technologies, to the realisation that in tandem, we also need to be more strategic, considered, and responsible while keeping the benefits of digital transformation” explains Marie-Louise Gaughan, Head of Customer & Digital Experience, Alorica. 

But how can businesses who are still assessing the risks and opportunities brought by recent technological advancements prepare for what is in store? 

As technology continues to evolve, it is essential for organisations to future-proof their operations by navigating AI opportunities in a way that complements their workforce and ultimately enhances the end customer experience. 

Unlocking the perfect harmony between man and machine remains a challenge for many companies looking to implement AI-powered solutions. While automation technology can improve efficiency, maintaining a human touch remains essential for many brands across industries. Whether your future-proofed business strategy focuses predominantly on leveraging the power of people, technology, or a hybrid mix of both, finding the right balance up front is key for successful implementation and adoption. 

At Alorica, we recognise the tremendous potential of AI and digital transformation, but we also understand the importance of taking a thoughtful, balanced approach to these innovations. As Graham Brown, Sr. Vice President Growth, Alorica EMEA, elaborates, “For all organisations, the path forward involves embracing the complexities of customer journeys while ensuring that every touchpoint is informed by data and guided by a commitment to customer welfare. The organisations that succeed will be those that recognise the intricate interplay between technology, safety, and human connections.” 

To support companies considering implementing new innovations, we adopt a hands-on approach. As Marie-Louise explains, “We become entrenched in end customers’ needs, and our clients’ business objectives through our consultative approach. That’s how we deploy digital-first solutions personalised to meet their strategic priorities.”  

As an industry disrupter, Alorica has been breaking down barriers for 25 years with an entrepreneurial spirit undertaking strategic investments in technology and talent. Our winning ecosystem ensures we offer the best platforms, partnerships, and pioneering tech for our clients and global workforce now and into the future.   

In this evolving realm, where human intelligence, empathy, and decision-making is enhanced by AI and automation, having technology-enhanced, people-powered support is essential. This foundation of AI and a human touch best positions Alorica and our clients for lasting success as we shift into the latest era of digital innovation and transformation.  

Ready to embrace the future of CX with a strategy that sets you up for success in 2025 and beyond? Contact us today and find out how we can guide and support your AI-infused customer journey.