It’s a new world opening up to businesses

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analytics. By Adrian McDermott, Chief Technology Officer,Zendesk Last updated February 23, 2024 CX Trends 2024 The world of customerexperience is undergoing colossal transformation, as rapid advances inartificial intelligence, data analytics and other emerging technologies areshaking up the very foundations of the industry. Companies are rethinking thestructure of everything they do, from their tools to their teams. In just a fewyears, these forces will radically transform the connection between customers andthe organizations that support them. .They must understand the challenges and opportunities, and plan theiractivities accordingly to reap the benefits of these new technologies. Fromdramatically

reducing CX costs to improving customer relationships, theera of Chinese Malaysia Phone Number List  intelligent CX will deliver a higher level of interaction betweencustomers and the organizations they buy from. At Zendesk, we think deeplyabout the customer experience and how to improve it for all parties involved.Our annual CX Trends report, now in its sixth edition, is our largest yet.We've identified ten top trends to help you prepare for the future. They can bedivided into three categories of innovation: AI and intelligent experiencesReliable data and experiences Next-generation immersive experiences AI andintelligent experiences The best customer experiences are personalized. The4,500 global CX leaders surveyed by Zendesk expect generative AI to acceleratethe

delivery of more humanized journeys that leverage data tocreate more personalized and interactive experiences. 70% of CX leaders plan tointegrate generative AI into many touchpoints in the next two years. As CXleaders and their teams grapple with how to effectively implement AI, theyunderstand that if they get it right, it will be worth the effort. They expectAI to significantly improve team efficiency, freeing up agents' time to focuson more important tasks, with notable implications for chatbots and emailcommunications. email with customers. For their part, customers are ready forthis change: 59% of 2,500 global consumers surveyed say they expect AI tocompletely change the way they interact with businesses. In this first sectionof the CX Trends 2024