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Article 6 min read

We’re placing some bets on the future of customer experience

Join us at Relate to hear our five big bets on what the customer experience will look like by 2030.

By Adrian McDermott, Chief Technology Officer, Zendesk

Last updated September 8, 2022

Admittedly, it’s been a minute since I’ve dusted off my crystal ball—closer to the length of a global pandemic. I made some predictions about the future of CX back in 2018, and certainly a lot has changed since then. During the past few months, I’ve been thinking a lot about this quote from futurist Roy Amara: “We tend to overestimate the effect of technology in the short run and underestimate the effect in the long run.”

Spurred by some of the constraints of the past two years, technology has made some rapid and creative strides forward. In fact, the future of customer experience is, in many ways, not so uncertain in the near term—much of what we can expect by 2025 is simply an extension of what’s happening today. But by 2030, technology may evolve dramatically faster than we expect, and it will radically change the customer experience landscape.

By 2030, technology may evolve dramatically faster than we expect, and it will radically change the customer experience landscape.

We’ll share the actual predictions at Zendesk’s annual user conference, Relate, but in the meantime, here’s a preview of what I’m thinking about—and what you should be, too.

The definition of a CRM is changing. It will evolve as technology rages forward, as it will, even with the roadblocks we’re already aware of. This makes for an exciting time when we can build journeys that are more complete and more personalized—and easier to implement and iterate on than ever before. Watch Relate on demand to go deeper and learn more.

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