Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.Like and subscribe to receive new episodes every other week. Visit www.zendesk.com/blog for updates, bonus content, and more.
https://listen.casted.us/public/156/Conversations-with-Zendesk%3A-The-Podcast-816d0815
episode 17: Unlocking the power of intelligent CX with Joey Edwards-Lebair of Zendesk
On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk. Joey shares deep insights into the role of AI in customer experience, discussing significant trends and the evolution of customer service.
Key Takeaways:
(00:21) The process and importance of Zendesk's CX Trends report.
(01:21) Global surveys as the backbone of CX trends research.
(02:30) Transformative elements intersecting in the current CX phase.
(03:37) AI’s diverse applications in CX and chatbots.
(04:59) AI's contribution to personalizing customer experiences.
(07:39) The 24/7 availability of AI and improving customer-company bonds.
(08:37) Rapid advancements in AI reshaping CX.
(10:45) Leaders and agents' differing perceptions of AI tools.
(11:30) The need for comprehensive AI training for agents.
(13:51) The future intensification of agent-AI collaboration.
(18:36) Consumer openness to companies using generative AI.
(19:02)The public's increasing engagement with AI tools.
Resources Mentioned:
CX Trends Report
Relate 2024 Event by Zendesk
Registration for Relate 2024 is open. Visit www.zendeskrelate.com to get your tickets today.
Join the conversation any time in the Zendesk Community at zendesk.com/community, or connect with other Zendesk users through our User Groups. Find one for you at usergroups.zendesk.com.
Learn more about Zendesk’s AI offerings at https://www.zendesk.com/service/ai/
Sign up for a free trial at Zendesk.com
#CX #CustomerService #CustomerExperience