In the Future of Voice AI series of interviews, I ask three questions to my guests:
- What problems do you currently see in Enterprise Voice AI?
- How does your company solve these problems?
- What solutions do you envision in the next 5 years?This episode’s guest is Nicole Kyle, Managing Director and Co-Founder of CMP Research.
Nicole Kyle is the Managing Partner and Co-founder of CMP Research, where she leads the development of their first research product for strategic CX and customer contact leaders, focusing on the future of customer service and experience. She is also a researcher and consultant specializing in the future of work.
CMP Research delivers unlimited advisory support, diagnostic tools, and data-driven insights to help customer contact & CX executives optimize experience, technology, and operations, while enabling solution providers with go-to-market strategies and customer insights—all powered by the organization behind Customer Contact Week.
Recap Video
Takeaways
Most CX research focuses on vendors and tech, not the actual decision-making buyers—CMP Research bridges the gap, offering insights directly from and for CX executives.
Voice AI is shifting from customer contact to a company-wide tool, with broader use cases, complicating purchase decisions.
Most CX execs come from people-focused backgrounds, not tech, influencing their cautious approach to automation.
Due to their people-centric focus, CX execs hesitate to remove live agents from the phone.
Execs see chatbots as a safer way to introduce automation without risking negative customer experiences.
Trust is a key driver in tech adoption, not just functionality.
Increasing automation and driving self-service adoption are top executive priorities, with AI seen as key to achieving both.
Companies aren't just looking to automate tasks; they’re looking for tech that improves simultaneously improves customer experience and employee productivity.
Voice AI is an ecosystem requiring a balance of specialized tools and broader operational needs.
Personalization and quick issue resolution are key to driving customer adoption of self-service.
Marketing, sales, and product teams are playing bigger roles in CX decisions, blurring traditional lines.
Replacing agents with AI overlooks the nuances that drive customer trust and loyalty.
Nicole sees AI tools making CX more revenue-focused by merging sales, marketing, and support.
Analytics will give agents better customer journey visibility to uncover upsell and cross-sell opportunities.
The future of AI is going to get more complicated, with personal and corporate AI agents needing to interact seamlessly.
This integration will add more complexity to customer contact interactions.
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