It’s the last day of GITEX here in Dubai, one of the largest tech trade shows in the world. Of course, it’s humongous and too much to take in at one go. You get exposed to a lot, some not so interesting, some pushing the envelope a bit too far. All of the big players are here. I was particularly interested in Genesys and there cloud CX capability which is taking over the contact center world and Zoom, it’s not just online meetings. I also found some of the lesser know players interesting…. too many too name here but the sustainability section of GITEX was informative.
My bottom line take away is that we are able to monitor, predict and personalise service and operations using all of the advanced data and analytics capability out there in very impressive ways. The only difference between personalised convenience and personalized intrusion is the “feel” of the experience delivered. That “feel” and its parameters/guardrails will need to be designed in from the start – not an afterthought. The more impressive companies understand and operationalise that.