Human Touch or Tech Power? Zendesk on the Future of CX
In today's dynamic business landscape, exceptional customer experience (CX) is crucial for sustained success. Companies worldwide are recognizing that delivering outstanding CX is essential to differentiate themselves and build lasting customer relationships. As customer expectations continue to soar, businesses must leverage innovative technologies and strategies to provide personalized, seamless, and engaging experiences.?
Spotlight on CX Innovations: Insights from CX Global Summit Philippines 2024?
At our recent CX Global Summit in the Philippines, industry leaders and innovators gathered to explore the latest trends and advancements in customer experience. One of the standout moments of the event was our interview with Gonzalo Rico , the Group Marketing Manager ASEAN for Zendesk , a global leader in customer service solutions known for their pioneering contributions to the CX landscape.?
CXGS Series: Can you please provide a brief overview of Zendesk and its role in the realm of customer experience? We're particularly interested in understanding how your company contributes to enhancing CX and shaping the future of customer interactions.?
Zendesk: Zendesk is a customer service software company with support and sales products designed to enhance customer relationships. We believe that every great customer relationship stems from a conversation, so we've built a customer service software company that designs solutions to help foster better customer relationships. Powerful, innovative customer experiences should be accessible to every company, regardless of size, industry, or ambition. Zendesk serves over 160,000 customers across various industries in over 30 languages. Learn more at www.zendesk.com.?
CXGS Series: How do you envision the future of customer experience over the next 5-10 years, and what role will your company play in shaping that future??
Zendesk: AI (Artificial Intelligence) will revolutionize every aspect of service delivery. This means: 1) There will be 5X more interactions between customers and companies 2) 100% of those interactions will involve AI, and 80% will be resolved without human intervention 3) Companies that utilize real-time data and personalize experiences will see a 40% uptick in their revenue.?
AI will revolutionize every aspect of service delivery. Over the next 5 years, all services will shift to prioritize AI, emphasizing speed and personalization in every interaction.?
Zendesk AI powers the customer service teams of the future, utilizing the latest in AI technology, leveraging billions of data points accumulated over years, with security layers and transparency.?
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CXGS Series: What emerging technologies or trends do you believe will have the most significant impact on customer experience soon??
Zendesk: Every year we release our CX Trends report where we analyse data coming from thousands of CX leaders globally, including the Philippines to provide the top 10 trends that will share the future of CX. The report can be found here (https://cxtrends.zendesk.com/apac)?
CXGS Series: Can you share a recent success story where your company significantly improved a client's customer experience, and how do you measure the success of your CX initiatives??
Zendesk: Minor Hotels is renowned for creating memorable experiences for guests at its portfolio of more than 540 resorts, hotels, and residencies across six continents. In 2015, Minor Hotels introduced Zendesk to elevate customer experience across its channels: email, chat, and web forms. Today, over 160 agents are delivering personalized customer experiences faster by leveraging data and automation. Since adopting Zendesk, Minor Hotels have increased their CSAT (Customer Satisfaction) score to 98%, increased their resolution time by 55% and provided a 40% quicker response. The case story can be found here (https://www.zendesk.com/customer/minor-hotels/)??
?Looking Ahead: CX Global Summit in Dubai?
As we gear up for our next CX Global Summit in Dubai this 17th -18th of September, we invite industry leaders, innovators, and enthusiasts to join us for another round of inspiring discussions and networking opportunities. Our global summits are platforms where CX professionals come together to share insights, explore new technologies, and shape the future of customer experience.?
Join Us in Dubai?
Don’t miss out on the chance to be part of the conversation that’s driving the future of CX. Together, let's continue to redefine customer interactions and elevate experiences across the globe. Register today and join us in Dubai for an unforgettable experience!?