Conversations with Zendesk: Exploring the Latest CX Trends Report
In this episode of Conversations with Zendesk, host Nicole Saunders speaks with Joey Edwards Laber, Zendesk's Senior Manager of Customer Insights, about the company's latest CX Trends Report. The report covers 10 distinct trends that are shaping the world of customer experience, including the impact of AI, data privacy, immersive experiences, and voice channels.
The Rise of Intelligence CX
One of the key trends highlighted in the report is the rise of intelligence CX, which is being driven by the increasing use of AI in customer service. While AI has the potential to revolutionize the customer experience, it also raises concerns about data privacy and the role of human agents. CX leaders need to strike a balance between leveraging AI to provide personalized experiences and ensuring that customer data is protected.
The Challenge of Real-Time Data Management
Another trend highlighted in the report is the challenge of real-time data management. While the technology exists to provide instant predictive experiences, many companies are still struggling to get their data infrastructure in place. Retail and e-commerce companies are leading the way in this area, as they see a direct correlation between delivering instant experiences and driving revenue.
The Importance of Data Privacy and Transparency
CX leaders are increasingly recognizing their responsibility for data privacy and security. Consumers expect a seamless, secure journey, but they also value transparency and want to know how their data is being used. CX leaders need to partner with IT and legal teams to ensure that customer data is protected, while also providing customers with the information they need to understand how their data is being leveraged.
The Role of Immersive Experiences
Immersive experiences, such as live streaming and conversational commerce, are becoming increasingly important in the world of customer experience. CX leaders need to identify which immersive technologies make sense for their organization and modify their data privacy policies to protect customer data in these interactions. They also need to retrain or reskill their customer service teams to handle more immersive interactions.
The Future of Voice Channels
While digital channels are becoming the norm, voice channels remain critically important, especially in the B2C space. Voice is being reserved for more complex or emotionally charged issues, but companies need to ensure that their digital channels and self-service options are up to par. Voice channels need to be seamlessly integrated with digital channels, and agents need to have the autonomy to handle a wider range of issues.
Conclusion
The CX Trends Report highlights the many seismic shifts taking place in the world of customer experience. CX leaders need to strike a balance between leveraging AI to provide personalized experiences and ensuring that customer data is protected. They also need to identify which immersive technologies make sense for their organization and modify their data privacy policies to protect customer data in these interactions. By doing so, they can create amazing experiences that provide helpful information seamlessly to individuals.
Highlights
- The rise of intelligence CX is being driven by the increasing use of AI in customer service.
- Real-time data management is a significant challenge for many companies, but retail and e-commerce companies are leading the way in this area.
- CX leaders need to partner with IT and legal teams to ensure that customer data is protected, while also providing customers with the information they need to understand how their data is being leveraged.
- Immersive experiences, such as live streaming and conversational commerce, are becoming increasingly important in the world of customer experience.
- Voice channels remain critically important, especially in the B2C space, and need to be seamlessly integrated with digital channels.
FAQ
Q: What is intelligence CX?
A: Intelligence CX is the use of AI in customer service to provide personalized experiences.
Q: What is the biggest challenge facing companies in providing instant predictive experiences?
A: The biggest challenge is getting their data infrastructure in place.
Q: What is conversational commerce?
A: Conversational commerce allows customers to complete transactions or other types of things that may have typically happened on other web pages directly in chat.
Q: Why is data privacy becoming the responsibility of CX leaders?
A: Data privacy is becoming the responsibility of CX leaders because AI and personalization are taking on a greater role in the customer experience.
Q: What is the role of voice channels in the digital-first era?
A: Voice channels remain critically important, especially in the B2C space, and are being reserved for more complex or emotionally charged issues.
