Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve been looking at customer membership initiatives and perks especially seen with Amazon Prime Day, new CX standards, the rise of customer focused roles, and much more.
We’re also looking at the latest Salesforce research which has revealed AI adopters thoughts towards an open ecosystem.
Key news
- CallMiner has announced new and enhanced generative AI capabilities to advance post-interaction and real-time AI summarisation features in the CallMiner platform. Building on features delivered in Q1 2023, CallMiner has improved its post-interaction AI summarisation capabilities through the adoption of an upgraded large language model (LLM). Improved AI-based summaries can be configured with use-case specific parameters, such as collections, support, sales, and more, making them even more precise, tailored and valuable.
- People who like to gossip at work may be seen as more sociable, but they are often perceived as less competent, a recent study has found. The research from the University of Leeds business school, which examined how perceptions of gossipers influence trust and competence, suggests that gossip can be a valuable way for work colleagues to exchange information, build relationships and understand organisational structure. Gossipers were more likely to be sought out for organising social events but were shunned when it came to seeking advice on ethical matters, researchers found.
- King Charles officially opened Parliament in Labour’s first king’s speech, laying out the government’s 40 bills it wants to pass in the next parliamentary session. They span several sectors, with bills aimed at streamlining planning and infrastructure, the creation of a state-owned energy company, the renationalisation of passenger railway services, a ban on zero-hour contracts, an extension of the Equality Act to include ethnic minority workers and disabled people, protections for cybersecurity infrastructure and new budget responsibility legislation.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest research in CX standards, customer-focused roles, and customer membership initiatives.
Most AI Adopters Believe an Open Ecosystem Will Be the Norm in Two Years
After decades of dealing with vendors who lock customers into their own proprietary or “closed” platforms, most technology leaders today favor open ecosystems, a new Salesforce survey found.
Indeed, tech leaders are 3x more likely to believe an open ecosystem is critical to implementing new and business-critical innovation like artificial intelligence (AI) and more than half of those already deploying such technology believe open ecosystems will become standard within two years.
The survey highlights a pivotal AI debate — the choice between an open ecosystem, which supports integration with other systems, services, and platforms, or a closed ecosystem, which interacts only with a select few compatible or internal systems.
Why it matters: Ninety percent of IT teams say generative AI has forced them to re-evaluate their technology strategy, and a large part of that re-evaluation lies in the decision to adopt an open or closed AI ecosystem.
The new research discovers that while tech leaders point to some open ecosystem challenges like security, interoperability, and lack of industry standards, they are bullish toward an open approach — citing increased innovation and faster adoption of AI.
More findings:
- Despite a closed ecosystem being standard for years, technology leaders aren’t sold on its future.
- 85% of tech decision makers don’t believe a closed ecosystem will be critical to the success of future AI development.
- 83% of tech decision makers don’t believe a closed ecosystem will still be the norm by June 2026.
- Respondents who have begun implementing AI recognise the benefits of an open ecosystem.
- Those who have implemented AI are 16% more likely to believe an open ecosystem approach to AI will be industry standard by 2026 compared to those who have not implemented AI.
- More than one-third of those who have implemented AI say an open ecosystem will put their company ahead of the competition.
- Technology leaders favor an open ecosystem because of its impact on innovation, but security concerns persist and challenges vary by adoption stage.
- Those who haven’t yet deployed AI cite security challenges and a lack of industry standard as the biggest hurdles to open ecosystem adoption.
- Among those who have adopted AI, security challenges, interoperability issues, and resistance from major AI companies are the biggest issues for open ecosystem adoption.