Spokn AI

AI Speech Analytics to understand the 'why' behind every call

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Operational Efficiency and Customer Experience:

Trends, challenges and strategies for IT leaders with a focus on customer experience, operational efficiency and digital transformation.


In a difficult economy, CIOs and IT leaders are focused on improving efficiency and performance across their organisations.

This is the key message from MaxContact’s IT leader report, based on a poll of 100 UK IT leaders carried out in August 2023.

At the same time, they know that efficiency can’t come at the cost of customer service, and that digital transformation has to remain a key priority as organisations seek to future proof their systems and processes. Indeed, IT leaders understand that strategies around efficiency and performance have to support each other, and that the right technology can help IT teams achieve multiple aims.

Key insights from the report include:

  • Streamlining IT operations and improving customer support is the top priority for IT leaders, with improving customer experience not far behind
  • Nearly half of respondents say they’ve largely transitioned to digital ways of working, though a significant minority are some way from that goal
  • Effort and cost are stopping IT leaders from implementing the best software for their needs. At the same time, they are optimistic about the promise of AI
  • Nobody said IT leadership was easy: respondents see both challenges and opportunities in their roles in the months ahead. View the report to find out more.