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

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