Bricom at the Deloitte Management Forum | Global Expansion Strategy Summit
- Mar 13
- 4 min read
Updated: Apr 1
On March 12, the Deloitte Management Forum | Global Expansion Strategy Summit was successfully held in Shanghai. Under the theme “Building Digital Foundations for Intelligent Operations and Global Excellence,” the summit brought together business leaders and technology decision-makers from multiple industries to discuss strategic approaches and real-world practices for Chinese enterprises entering a new phase of global expansion.
As one of the summit’s ecosystem partners, Bricom was invited to participate and delivered a keynote presentation titled “Digital Expansion Without Borders: How Intelligent Customer Service Powers Global CX Transformation” at a breakout session. During the session, Bricom shared practical insights on how AI-powered customer service solutions are enabling Chinese companies to elevate their global customer experience (CX).
🔼 Deloitte Management Forum | Global Strategy Summit, March 12 – Shanghai
💡How Enterprises Can Build a Unified Intelligent Customer Service Framework
During the presentation, Bricom shared insights derived from extensive analysis of enterprise contact center interaction data. The findings highlight several key patterns in customer conversations:
47% – Issue-driven interactions
These include product malfunctions, logistics inquiries, or service disruptions. Such cases often require coordination across multiple internal teams. While AI can assist with diagnostics and initial support, effective resolution still depends on cross-department collaboration.
28% – Low-value, repetitive interactions
Typical examples include order status inquiries or address updates. These standardized requests can be efficiently handled through automation and AI-powered self-service, significantly reducing the workload for support teams.
25% – High-value interactions
These scenarios require professional judgment, complex communication, or emotional intelligence. This is where human agents deliver the greatest value, strengthening trust and customer relationships.
The true role of AI in customer service is not to replace human agents, but to free up their time so they can focus on more meaningful and high-impact customer engagements.
🤖The Evolving Structure of Service Organizations
Alongside technological advancements, the structure of service teams is also evolving.
Traditional roles—such as data analysts, system engineers, and knowledge base administrators—are gradually converging into a more comprehensive role: the Service Architect. With the support of AI assistants, a single professional can now accomplish tasks that previously required an entire team.
From a broader perspective, today’s customer service ecosystem is undergoing transformation across five key dimensions:
Customer Experience
Shifting from single question-and-answer interactions to supporting complex task resolution.
Self-Service
Moving beyond static knowledge base searches toward instant AI-generated responses.
Operational Model
Transitioning from labor-intensive processes to tool-driven automation and intelligent workflows.
Quality Management
Evolving from manual sampling and offline reviews to real-time monitoring across all interactions.
Data Analytics
Expanding from expert-only capabilities to data insights accessible across the organization.
In an ideal model, AI handles high-volume, standardized requests, while human agents focus on high-value interactions. This balance enables organizations to improve operational efficiency while maintaining exceptional customer experiences.
Ultimately, this transformation is not just a technology upgrade—it represents a fundamental redesign of service operations. Competitive advantage will increasingly depend on how effectively organizations integrate AI into their real business processes.
👋Building a Global Intelligent Contact Center
As enterprises modernize their customer service capabilities, Bricom helps organizations establish globally scalable intelligent contact centers through system integration and advanced AI capabilities.
Bricom works closely with Amazon Web Services, the global CX platform Zendesk, and a broad ecosystem of technology partners both in China and internationally. Together, they provide end-to-end solutions—from architecture design and system integration to deployment and operational enablement.
These capabilities enable enterprises to build customer service infrastructures that can effectively support global markets.
🙋♀️Looking Ahead
As generative AI continues to evolve, delivering high-quality customer experiences is becoming a critical differentiator for Chinese companies expanding into international markets.
Looking forward, Bricom will continue to deepen its focus on intelligent customer service and CX innovation—advancing technology capabilities, refining service delivery, and collaborating with industry partners to explore new opportunities in the era of digital globalization.
In the Globalization 2.0 era:
“Digital intelligence as the foundation” represents an organization’s technological strength.
“Excellence in global operations” reflects its operational maturity.
Bricom remains committed to connecting businesses with the world and redefining the future of customer experience through innovation.
By using intelligent customer service as the bridge, Bricom supports Chinese enterprises not only in going global, but also in deeply integrating into global markets and moving up the value chain.
If your organization is planning to upgrade its global customer service operations or exploring the right strategy for deploying AI in the contact center, we welcome you to connect with the Bricom team and explore new possibilities for seamless customer service.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
Wechat Official Account: Bricom普利康姆 |
Wechat Channel: Bricom普利康姆 |
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