Key Takeaways from UCX 2024

Christopher Pennell , growth expert in our Communications Practice, recently attended the Unified Communications Expo (UCX) 2024 in London, held alongside the Digital Transformation Expo (DTX) last week. Here are some of his key takeaways from the event.

Takeaway 1 - everyone has an AI story to tell

It’s hard to ignore the growing impact AI is having on nearly every sector, and the world of communication is no exception. These days, most conversations about tech trends seem to start with AI, and for good reason. From smart virtual assistants to AI-powered transcription services, vendors are harnessing the power of AI to enhance communication platforms, adding new layers of functionality. While many customers are beginning to embrace these AI-driven services, one big question remains: how much are these innovations contributing to vendors’ bottom lines?

Takeaway 2 - unifying work environments with flexibility and inclusivity

In an era where the future of work is still being defined, flexibility in how teams communicate and collaborate has become a hot topic. Vendors are responding by offering solutions that prioritize inclusivity, ensuring that remote workers feel just as engaged and connected as their in-office counterparts. The emphasis on inclusive communication is not just a trend, but a necessity as organizations strive to create balanced, equitable work environments.

Of course, as more communication tools move to the cloud, the issue of data privacy and security looms large. Organizations are acutely aware of the risks involved in cloud-based communication and are increasingly turning to vendors that offer robust end-to-end encryption, compliance with industry regulations, and strong data governance. Conversations around cybersecurity now extend beyond merely protecting data; it’s about fostering trust in communication systems that handle sensitive information across various devices and networks.

Takeaway 3 - customer and employee experience: a unified approach

Organizations are also rethinking how they manage customer and employee interactions, moving away from traditional phone and email systems. Instead, they are embracing unified communication (UC) platforms that integrate voice, video, messaging, and even social media into a single ecosystem. This shift allows companies to meet both customers and employees on the communication channels they prefer, creating a more seamless and responsive experience.

But it’s not just about convenience. These integrated platforms are also providing organizations with valuable insights. Communication data is a goldmine for understanding employee performance, customer satisfaction, and overall operational efficiency. By leveraging these insights, companies are fine-tuning their strategies, making data-driven decisions, and ultimately improving performance across the board.

Takeaway 4 - a UX revolution in communication platforms is happening

One of the?key takeaways for me was the growing focus on user experience (UX). UC platforms are evolving to offer more intuitive, user-friendly interfaces that minimize the need for complex IT support. The goal is simple: to create communication tools that people enjoy using. These platforms are designed to be easy to navigate and seamlessly integrate with other business applications, making communication smoother and more efficient.

Final thoughts

As we continue to navigate an increasingly hybrid, digital-first world, UC platforms will play an essential role in keeping teams connected and productive—no matter where they’re located or what device they’re using. The future of work may be uncertain, but one thing is clear: communication technology, with a strong assist from AI, will be at the heart of it all.

For a deeper dive into these insights, reach out to Chris directly at [email protected] .