Zendesk, Inc. today released its annual Customer Experience (CX) Trends Report , the findings of which signal a rapid transition toward intelligent CX. In this era, the shift toward AI-powered services will create a huge divide between companies that use AI to create the best customer experiences and those that fail to implement—or worse, don’t adopt AI at all. Those with the ability to close this gap will completely transform CX, delivering personalization at scale and elevating service quality while driving down costs.
“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 telephone number identifier philippines 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 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.