Exploring the Latest Trends in Customer Experience and Artificial Intelligence: Zendesk’s 7th Annual CX Trends Report
In the world of customer experience (CX), the use of Artificial Intelligence (AI) is becoming increasingly prevalent. Zendesk, a leading customer service software company, has recently released its 7th annual CX Trends report, highlighting the impact of AI on customer interactions. The report, based on data from 10,500 respondents across 22 countries, sheds light on the growing divide between CX Trendsetters and CX Traditionalists when it comes to adopting AI technology.
According to the report, CX Trendsetters, who have fully embraced AI, are reaping the benefits of early adoption. They are 128% more likely to report high ROI from using AI tools in CX compared to Traditionalists. Trendsetters are more likely to have implemented AI technologies such as agent personas, AI agent experience, AI copilots, and generative AI tools for agents.
The report identifies five key trends in AI-driven CX:
1. Autonomous service: Companies are racing to adopt autonomous service models, with 93% of Trendsetters believing that AI copiloting is a great way to introduce customers and agents to advanced AI interactions.
2. Human-like AI agents: Trendsetters prioritize human-like traits in AI agents to enhance customer interactions and differentiate themselves from competitors.
3. Personal AI assistants: Consumer favorability of AI in CX is on the rise, prompting companies to prepare for a future where AI assistants take the lead in customer interactions.
4. Voice AI: Voice AI with natural language capabilities helps consumers feel heard across all touchpoints, making interactions more natural and effective.
5. Personalization: AI-driven personalization yields customer loyalty, with consumers expecting more personalized service and Trendsetters prioritizing personalized experiences to build stronger customer relationships.
Overall, the report highlights the importance of AI in shaping the future of customer experience. As AI continues to evolve and become more integrated into customer interactions, companies that embrace AI technology are likely to see significant benefits in terms of customer satisfaction and ROI. To learn more about the key trends in AI-driven CX, you can access the full report from Zendesk’s website.