Evolution of cx -Insights from Imran Noormohamed

Summary

In this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.

Takeaways

Customer experience is the heart and soul of businesses.

AI is a prevalent topic in consulting conversations.

Consultants need to adapt to the changing landscape of technology.

Clients should ask what they are missing in their strategies.

The role of consulting may shift towards needing different skill sets.

Efficiency in consulting may lead to fewer consultants needed.

Human interaction remains crucial in customer service despite AI advancements.

Companies are beginning to recognize the potential of contact centers as revenue sources.

Cheaper solutions do not always equate to better service.

The future of consulting will require a balance between AI and human expertise.

Chapters

00:00 Introduction to Consulting Journey

02:15 Understanding Customer Experience

04:25 AI in Consulting: Current Trends

07:59 The Future of Consulting in 2025

11:31 Personal Insights and Impactful Purchases

13:34 Client Expectations and AI Integration

19:18 Optimism and Pessimism in Customer Experience

28:53 Amas outro.mp4