I was honoured to be invited by David Gybels and Inge Vissers from THOCC two weeks ago to participate in an expert panel about the evolution of technology in contact centres. Together with users (Proximus, KBC, Partena….) and technology companies (Genesys, CX Company, Verint…) Luc Bleyaert moderated a very fruitful debate about the past and future evolutions of customer contact trends. Discussions took place about a variety of topics:

  • Will voice disappear by 2025?
  • Will chatbots replace all human beings by that same time?
  • Will self-service fully replace contact centres?

The results of the discussion of the discussion were sometimes obvious but sometimes also very surprising.

Read all about here (in Dutch)