Unlock the power of intelligent CX
Unlock the power of intelligent CX
More than two centuries ago, Benjamin Franklin observed that “when you are finished changing, you are finished.” While Franklin could hardly have foreseen the modern world we live in today—shaped by the Internet, the rise of artificial intelligence, and the James Webb space telescope, to name just a few developments—his words still ring true.
We live in an era of ever-accelerating change, a time when agility in thought and action means the difference between success and failure. And in the world of customer experience, we’re undergoing the kind of rapid transformation that is creating an entirely new landscape right before our eyes: the age of intelligent CX.
Let’s be clear: while intelligent CX certainly includes AI, automation, and data analytics, it’s important to think of those advances not as discrete, standalone elements but as parts of a greater whole. These tools must work together across a business’s experiences.
For many leaders, this rapid change can be unsettling. The temptation to sit back and wait to see how these technologies evolve and change the customer experience will be powerful, but it must be resisted. Those who hesitate will be left behind, and their competitors—and vitally, their customers—will reap the rewards.
But for those leaders who stand ready to embrace these seismic shifts, the future is bright. Zendesk is here to help you understand and act on these developments so you can exceed customer expectations— and protect your bottom line—with agility and efficacy. In our sixth CX Trends report, Zendesk has identified the key trends driving the era of intelligent CX so your business can be at the vanguard of change.
These ten distinct trends land in three areas: AI and intelligent experiences; data and trustworthy experiences; and next gen and immersive experiences. The roadmap we’re providing here will give you the tools to unlock the power of intelligent CX.
Methodology
How we ran the research: data in this report comes from two sources, which include a global survey of 2,500 consumers across 20 countries and a second global survey of nearly 4,500 business respondents.
AI and intelligent experiences
Trend 1
Generative AI will accelerate the delivery of a more humanized journey that feels personable and interactive
Trend 2
Chatbots are rapidly transforming into digital agents that have the capacity to do more
Trend 3
Disconnect grows between CX leaders and agents on everything related to AI: strategy, tools, and role impact
Trend 4
AI transparency and decisioning are now the rule, not the exception
Data and trustworthy experiences
Trend 5
Businesses are heavily focused on being able to instantly modify user experiences, putting increased pressure on leveraging data in real time
Trend 6
CX leaders are the new drivers of data privacy as AI and personalization take on a greater role
Trend 7
Security is no longer an add-on but is seamlessly incorporated throughout the customer journey
Next Gen and immersive experiences
Trend 8
Live and immersive experiences are now heavily influencing the future of online shopping
Trend 9
Voice is carving out a more advanced role focused on handling complex and escalated issues
Trend 10
Predictive agent management tools are finally eclipsing traditional methods