The Future of AI-Powered Customer Experience Technology: A Survey by Zendesk
The future of customer experience (CX) technology is rapidly evolving, with nearly four-fifths of technology leaders predicting that traditional CX technologies will become obsolete within the next three years. A recent survey conducted by Zendesk sheds light on the radical overhaul that the industry is expected to undergo, driven by the increasing adoption of artificial intelligence (AI) in customer interactions.
The Future of AI-powered CX report, based on insights from over 1,300 senior CX leaders worldwide, highlights the emergence of a new CX organization that is leaner, faster, and more effective, with AI at the forefront. This shift is expected to lead to smaller CX teams, as AI streamlines processes, personalizes engagement, and handles a higher volume of customer interactions. Industry experts anticipate a fivefold increase in customer service interactions, with AI playing a pivotal role in maintaining quality service and boosting market competitiveness.
One of the key findings of the study is the expectation that tech-savvy agents will become the new norm, with AI reshaping the roles of agents, admins, and leaders to prioritize specialized skills. AI is projected to resolve 80% of interactions, allowing human agents to focus on more complex tasks and tailor each customer’s experience using data-driven insights.
As AI continues to transform customer interactions, industry leaders are urged to become customer-centric visionaries, equipped with a deep understanding of customer preferences and behaviors. This strategic deployment of AI is essential for making smarter decisions and guiding teams through emerging tech trends.
Craig Flower, Chief Information Officer at Zendesk, emphasizes the importance of proactively adjusting strategies to leverage AI’s full potential and navigate the anticipated changes in the CX landscape. While the transformation won’t happen overnight, it promises to redefine roles and improve experiences for CX teams and their customers.
In conclusion, the future of CX technology is AI-driven, promising more advanced and technology-driven experiences for customers. As industry leaders embrace this transformation, they have the opportunity to revolutionize customer interactions and stay ahead of the curve in a rapidly evolving digital landscape.
