Zendesk, Inc. today released its annual Customer Experience(CX) Trends Report, the findings of which signal a rapid transition towards intelligent CX. In this era, the shift to AI-driven service will create a big divide between companies that use AI to create the best customer experiences and those that miss the mark on implementing, or worse, don’t embrace AI at all. Those with the ability to bridge this divide will completely transform CX, delivering personalization at scale and elevating service quality while reducing costs.
“We’re on the verge of the most significant inflection point we’ve ever seen in CX with the latest advances in AI,” said Adrian McDermott, chief technology officer, Zendesk. “Businesses will need to rethink the structure of everything, from their tech stacks to their teams to how they deliver support. Companies that thrive will shift to a much more intelligent CX strategy, using AI to manage volume, lower costs, increase quality and ultimately improve customer satisfaction.”
“As economic challenges persist across the region, businesses in Asia need to stay ahead of the curve by identifying key areas of investment in their CX and AI strategy to protect their customer base. We already see that consumers in the region are ready for change–71 percent of them believe that generative AI will completely change the way they interact with a company within the next two years,” said Maureen Chong, regional vice president, Asia, Zendesk. “Businesses need to go beyond adapting to ongoing consumer needs. They need to embrace transformative technologies like generative AI as a catalyst for a resilient and forward-looking customer experience strategy and make a commitment to ensure its ethical use.”
The report reveals CX leaders in Singapore are charging ahead with generative AI adoption, with 78 percent already experimenting with or implementing it into their..., proving these changes set a new standard for successful CX. The report also places a spotlight on some defining elements of the era of intelligent CX:
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