We say it every year, but we mean it — this was the best year for our President’s Club at The Auberge Resorts Collection’s Susurros del Corazón in Nayarit, Mexico. It was amazing to connect with you, our partners, to have impactful conversations about our roadmap, see where the industry’s going, and, of course, have a little fun (like surfing and hitting the spa).

Here’s a look at our time in Mexico this year. If you missed the trip, see below for a rundown of our discussion. Then, check here to find out how to qualify for next year’s trip.

Understanding the CX Market

In a world where the competition sits a simple mouse click away, customer experience is the new(ish) competitive battlefield. While customer service has been a differentiator for years, it’s now table stakes. A study from PwC found that 32% of all customers would stop doing business with a company they love after just one bad experience.

By understanding the customer experience market, you’ll be better positioned to help your clients stand out. As we see the increasing adoption of digital channels, the rise of AI, and a massive need for companies to provide exceptional service in every interaction, you’ll be the person to guide them through the shifting terrain.

What is CX?

Before we explore the market too much, let’s level set and define what we’re talking about here. Customer experience, or CX, is the industry’s umbrella term de jour. It covers any customer interaction that happens on a digital channel. To take the concept a little further, CX technology is the tools your clients use to prioritize and optimize customer satisfaction by hyper-focusing on improving the customer experience.

From our viewpoint, CX is the technology strategy that enables incredible customer experiences through digital communication at any touchpoint, no matter the channel. That means if a customer reaches out to your client through a phone call but needs to send them a picture via text or email, they can (without disconnecting and without waiting). This prompts faster resolutions, lower handle times, happier agents, and happier customers.

As we build the CX ecosystem, we’re connecting otherwise siloed systems to simplify the customer journey and prompt higher satisfaction rates on every channel.

Inside the CX Market

CX is growing across the board. According to Fortune Business Insights, the global CX market is expected to reach $70.2 billion by 2032. A huge part of this growth is directly from the contact center as a service (CCaaS) industry, which was valued at $5.14 billion last year but is expected to grow to $19.8 billion in the next seven years.

Another prominent driver in the customer experience market this year is artificial intelligence (AI). Some 81% of contact center executives say they’re investing in agent-enabling AI. As contact centers add AI, they’re experiencing massive savings in labor costs. For instance, conversational AI (read: things like intelligent virtual agents) is expected to cut labor costs by $80 billion in the next two years.

Yet, despite the growth and investments in customer experience, data is still a problem for most companies. A whopping 67% of customers say they struggle to analyze their customer data, while 64% say they can’t unify it. What’s more, over 50% of companies can’t even capture meaningful customer data with their current solutions. That means people are trying to measure their customer experience but just can’t because of siloed systems or incomplete data.

Building the CX Ecosystem

We’ve spent years building some of the most robust, scalable communication platforms for our UCaaS and CCaaS customers. These proprietary systems add voice, video, email, messaging, workforce management, and mobile and desktop apps to your client’s workflows, making it easy to connect across any channel at any time.

With all the interactions that run through our platform, the value we’re creating is inevitably going to show up in the form of data. So, we’ve started a new investment line to first extract all the value and potential from the underlying data generated by our platforms and then unify it into a single CX ecosystem.

We started with our investments with features like Broadvoice Analytics, which offers end-to-end reporting between UCaaS and CCaaS and customer journey mapping. Now, we’re adding a data hub — an ecosystem of out-of-the-box integrations with the leading providers of data analytics platforms and CRMs. The idea is to build a system that can handle any project in your pipeline.

So, not only can we provide a ton of value with our internal analytics, but your customers can now bring their own data platforms and CRMs and seamlessly tap into the data coming from our CCaaS and UCaaS platforms.

Adding AI to the CX

We’re using the foundational layers of CCaaS and UCaaS and layering unified data on top. Then, we’re activating that data through AI. After all, AI is only as smart as the data it’s connected to — it can’t function without data.

We’ve already started adding AI with our advanced IVR and IVA features. These capabilities add self-service and streamline interactions so agents can focus on more complex issues that need the human touch. Other AI capabilities are also in development, like agent assist, post-call QA, and reputation management.

On top of our internal investments, we’re also building an AI hub like our data hub. Using our technology and seamless out-of-the-box integrations, we can provide:

• Chatbots
• Voice bots
• AI call analytics
• Email automation
• Quality automation
• Agent assist
• Supervisor assist
• Predictive analytics

The idea is to build a platform that is always at the forefront of innovation through native features and deep integrations.

Expanding Our CX Ecosystem

As we move through the year, we invite our partners to continue building the CX ecosystem with us. Our partner program is one of the most decorated in the industry, winning awards like the Friend of the Channel Award from INTERNET TELEPHONY and the UC Partner Award for Best Service Provider.

Join the Broadvoice Partner Program.

Criteria for the 2025 President’s Club

We had so much fun connecting with our partners this year in Mexico, and we’d love for you to join us next year! Below is a list of the criteria for joining our 2025 President’s Club.

Selling Agents

• Top 5 partners with $12K or more in new 2024 MRR (excluding MAC)

TSD Partner Managers

• Top 3 TSD Partner Managers (or similar role/title) who have directly influenced a minimum of $30K in new 2024 MRR across a minimum of 8 selling partners