New features, faster speeds, smarter capabilities… these are the things tech leaders are used to talking about. In this industry, product innovation often takes center stage. But increasingly, what keeps customers loyal isn’t just the technology itself, it’s the experience that surrounds it.
Customer experience has shifted from being a support function to becoming a core growth driver. For technology brands, where competition is fierce and switching costs are low, the ability to deliver exceptional, proactive experiences can directly influence market share, customer lifetime value and brand reputation.
And now, AI is transforming how those experiences are delivered, turning the contact center into a growth engine that’s faster, smarter and more human than ever.
Why AI-powered CX is the new growth frontier for tech
For years, technology companies relied on product differentiation to win in the market. Today’s customers expect more than just a great product. They want seamless onboarding, intuitive self-service, lightning-fast resolutions and a sense that the brand understands their needs before they even ask. In fact, 64% of customers will spend more if a business resolves their issues where they already are. It’s a simple but effective strategy — make it easy for customers to do business with you, and they will.
AI is helping tech brands deliver all that, at scale. When combined with human expertise, AI can:
- Predict and prevent churn by spotting early warning signs in customer behavior and prompting proactive outreach.
- Drive upselling and cross-selling by recommending relevant products or features in real time.
- Boost loyalty through hyper-personalized support that feels tailored to every user.
- Lower costs without losing quality by automating routine inquiries, freeing agents for higher-value work.
When CX strategies combine AI with skilled people, the result is a contact center “dream team”: technology doing what it does best, and humans doing what only they can.
The tech customer journey is different
Technology products often have steep learning curves and high expectations for performance. Your customers aren’t just purchasing a product; they’re relying on it to power their businesses, secure their data or enable daily life.
Customer experience and product rollout and development go hand and hand in this sense. Having immediate service when troubleshooting products, being able to ask questions or get the setup help they need — these are things that make customers loyal.
This is why so many tech leaders are investing in GenAI (97% plan to invest in it, with 45% prioritizing CX as part of the investment). GenAI can elevate each stage of that journey via:
- Onboarding: AI chatbots or virtual assistants can guide customers step by step, providing instant answers and resources.
- Product updates: Machine learning can analyze support data to identify the most common update questions, so you can proactively share solutions.
- Troubleshooting: AI can detect patterns in service tickets to flag potential widespread issues before they become major disruptions.
- Renewals and upgrades: Predictive analytics can surface the right offer at the right time, based on usage and customer sentiment.
In each of these touchpoints, AI works alongside human agents, providing the speed and scale customers demand while allowing people to focus on empathy, nuance and building trust.
Four key moves to build growth for technology brands
1. Design for proactivity, not reactivity
The most powerful growth-oriented CX strategies prevent issues before they arise. AI can analyze historical data to spot trends, monitor system health in real time and recommend next-best actions. Customers feel supported without having to initiate contact, increasing satisfaction and loyalty.
2. Create the human + AI “dream team”
AI handles the repetitive, high-volume tasks (think password resets, basic troubleshooting, order tracking) so agents can focus on solving complex, high-value problems. This hybrid “agentic AI” model improves efficiency, reduces wait times and ensures customers get the right balance of speed and empathy.
3. Turn every interaction into a growth opportunity
AI can analyze customer interactions in real time, surfacing relevant offers, upsell prompts or helpful content for agents to share. This transforms the contact center from a problem-solving hub into a revenue-driving machine.
4. Measure the metrics that matter
Move beyond handle time and volume. AI makes it easier to track metrics tied to growth, such as Net Promoter Score (NPS), Customer Effort Score (CES), adoption rates, and expansion revenue, and to see exactly how both AI and humans contribute to these results.
Partnering for CX success in tech
For many technology companies, the challenge isn’t recognizing the value of AI in CX, it’s deploying it effectively while maintaining a human touch, being agile and using data effectively. Especially for tech brands trying to scale and grow, that’s where the right CX and BPO partner comes in. A partner with expertise in AI implementation and training can:
- Integrate AI seamlessly into your current CX ecosystem without disrupting service.
- Provide skilled, AI-enabled agents who can use technology to deliver faster, more personalized support.
- Offer data-driven insights to inform both CX improvements and product decisions.
- Scale intelligently so you can meet demand spikes without sacrificing quality.
Foundever® partners with leading technology brands to build AI-powered CX programs that feel human. By combining AI capabilities with trained agents, we help tech companies turn their contact centers into growth engines — ones that run on speed, personalization and trust.
Your CX into the future
Technology innovation might get customers through the door, but AI-powered CX is what keeps them there — and keeps them coming back for more. By pairing AI with skilled people, designing proactive support experiences and aligning CX to business growth, technology brands can transform their customer experience from a cost center into a true revenue driver.
Your business approach has to weigh in on the emotional component your customers need when interacting with technology. Your CX could give them the safe foundations that will help you to know them better and take that relationship into the future.
To learn how to get to know your customers, build solid omnichannel streams and develop an AI-focused CX that keeps your customers loyal, check out our best practice guide: “How CX is humanizing the technology industry.”