Evolving Customer Contact Strategies: Navigating the Changing Tides

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Greetings, I’m Brian, a seasoned professional with over 15 years of experience in the fascinating realm of customer service. In this article, we’ll delve into the ever-changing landscape of customer contact strategies, exploring the intriguing impact of generational preferences, automation rates, privacy and security considerations, and the nuanced art of ensuring the contextual relevance of suggested answers.

Join me on this journey as we uncover the secrets behind successful customer contact in the modern era, where adapting to the times has never been more crucial.

Generational Divide in Customer Contact:

Let’s start with the fascinating differences in communication preferences among generations. I’ll break it down into four categories: Baby Boomers, Generation X (that’s me), Millennials, and the emerging Generation Z.

  • Baby Boomers: My dad is a quintessential Baby Boomer. He loves telephony and traditional TV, prefers in-person shopping, and occasionally sends a WhatsApp but primarily relies on phone calls.
  • Generation X (My Generation): My generation, which includes me, is more comfortable with email but still open to phone calls. We appreciate the convenience of online shopping for certain products.
  • Millennials (My Sisters): Millennials are all about instant messaging, online shopping, and reading reviews. They exhibit little brand loyalty and have high expectations for digital customer service.
  • Generation Z (My Kids): My children communicate mainly through emojis, VR, and artificial intelligence. They rarely use voice calls and are comfortable with minimalistic, emoji-driven conversations.


Examining generational communication preferences reveals distinct trends that are reshaping customer contact strategies. Notably, the emergence of Generation Z, characterized by its preference for digital communication channels, is prompting businesses to adapt accordingly. As we navigate this shift, understanding the nuanced communication preferences of each generation becomes crucial.


Generation preferences.

The Shifting Customer Contact Landscape:

Now, let’s dive into how the landscape of customer contact is evolving. While voice telephony remains crucial, it’s vital to recognize the growing importance of digital channels such as chat and messaging, especially for younger generations. My son’s recent experience ordering pizza through an app perfectly illustrates this shift. Initially reluctant to make a phone call, he preferred using a digital channel.

The Bold Statement: “Telephony is Dying”: Here comes my bold prediction: telephony is gradually losing its prominence in customer service. While it still constitutes 80% of all communication, the emergence of younger generations will diminish its role. I urge companies to prepare for this shift now to stay competitive in the future.


AI's Role in the Transformation

Now, let me introduce you to DeepDesk, the AI company that’s making waves in the industry. AI plays a pivotal role in helping customer service departments adapt to the changing landscape. It offers advantages such as real-time quality control, increased productivity, improved agent happiness, and enhanced workforce management.

Challenging the Chatbot Misconception

Let me clarify something: DeepDesk isn’t a chatbot; it’s an AI tool designed to assist human agents. While chatbots automate a portion of conversations, DeepDesk focuses on supporting live agents with real-time suggestions, search capabilities, and wrap-up summaries.

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Future Trends

As we look ahead, it’s clear that the shift towards digital channels will continue. AI will be instrumental in simplifying customer interactions. I strongly urge businesses to adopt Agent Assist solutions like Deep Desk and leverage AI to streamline operations, increase productivity, and enhance the customer experience.


In my journey through the customer service landscape, we’ve witnessed the generational divide, the rise of digital channels, and the pivotal role of AI in shaping the future. As the customer contact landscape continues to evolve, embracing AI and digital solutions will be key to staying ahead in this ever-changing industry. So, are you ready for the digital future of customer contact?

Karan Khosla

Sales Executive