“We are living through the most significant inflection point we’ve ever seen in CX with the latest advances in AI,” said Adrian McDermott, Chief Technology Officer at Zendesk. “Companies will need to rethink the structure of everything from the technology their teams use to how they deliver support. Companies that thrive will shift to a much smarter CX strategy, using AI to manage volume, reduce costs, increase quality, and ultimately improve customer satisfaction.”
The report reveals that 70% of CX leaders globally are reimagining their customer journeys using tools like generative AI. This adoption has real benefits: 83% of CX leaders using taiwan whatsapp number generative AI in CX report a positive ROI , proving that these changes set a new standard for successful CX. The report also highlights some defining elements of the era of intelligent CX:
Chatbots are evolving into advanced digital agents: Generative AI and evolved chatbots are revolutionizing consumer interactions by facilitating personalized, instant, and interactive experiences.
Live, immersive interactions will redefine experiences: As consumers expect more engaging and interactive experiences, CX leaders will need to transition to tools like conversational commerce, live streaming, and voice.
CX leaders are the new drivers of data privacy: CX leaders, not IT, are the new drivers of data privacy, integrating security seamlessly into CX to provide protection and ease.
Two-thirds of CX leaders worldwide believe that chatbots can build a stronger emotional connection with their customers. This is largely because AI chatbots have evolved into empowered digital agents, playing key roles in customer service and overall customer experience. Their ability to reflect brand styles and assess their customers’ feelings and desires allows them to deliver accurate, personalized responses.
The transformation of chatbots into digital agents aligns with rising expectations: globally, 68% of consumers believe that chatbots should have the same level of expertise and quality as highly trained human agents. Furthermore, more than half expect to soon interact with advanced bots for fast and immediate answers. Companies are understanding the importance of turning chatbots into digital agents and plan to increase their investments in AI to accelerate this process.
Live and immersive interactions redefine experiences