Unlock the power of intelligent CX
Zendesk is back with the sixth annual CX Trends report. This year, we’re sharing how rapid innovations in AI and other emerging tech are claiming the spotlight, and discussing the ways leaders are getting ahead of the big change.
2024 Trends
Take action on the trends
You read the report and learnt about the trends. Now, Zendesk is sharing insights on best practice so you can meet evolving consumer demands, build loyalty and drive growth. Discover how CX leaders can use AI to revolutionise service, ensure robust data privacy and enhance conversational commerce.
Know the trending topics
When it comes to CX Trends, there are plenty of learnings to go around. Search for information that interests you and unlock all the insights. Our library is always open.
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The balance between empathy and efficiency is possible with generative AI. CX leaders believe it can offer experiences that feel interpersonal and engaging.
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The reputation and use of AI-powered chatbots are evolving fast. CX leaders are starting to view chatbots as digital agents who can do much more.
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The relationship between agents and AI is on everyone’s mind. Many CX leaders believe AI will elevate human intelligence, not replace it.
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Consumers want to know what data feeds the AI representing your business. Businesses that are open about how they handle customer data increase their trustworthiness.
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The demand for quality experiences includes these ingredients: speed, anticipation and hyper-personalised delivery of relevant information.
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CX leaders know the responsibility of keeping customer data safe continues to pile on their plate, while also catering to consumer demand for greater personalisation.
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Due to data breaches and cyberattacks on customer data, integrating security measures throughout the customer journey is now a requirement, but must be achieved without compromising the seamless experiences consumers want.
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Consumers want more from digital shopping experiences, like immersive digital interactions that provide instant product guidance and information.
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Channels like voice and phone support are evolving to serve a greater role in resolving more complex, escalated customer inquiries.