By: Matias De Zan, Senior Customer Manager Operations at Xtendo Group
In this new era, the implementation of services powered by generative AI will make a big difference between companies that manage to deliver high-quality customer experiences and those that fail to adopt AI. Those companies that manage to bridge this gap will radically transform their CX, delivering personalization at scale, improving service quality and reducing costs.
“We are at the most significant inflection point in the history of CX, driven by recent advances in AI,” said Adrian McDermott, Chief Technology Officer at Zendesk. “Companies will have to rethink everything from the technology they use to how they provide support. Those that thrive will be those that adopt a smarter CX strategy, using AI to drive volume, reduce costs, improve quality and increase customer satisfaction.”
The report reveals that 70% of CX leaders globally are redesigning their customer journey using tools such as generative AI. This adoption is already showing clear benefits: 83% of these leaders report a positive return on investment, setting a new standard for CX success. In addition, the report identifies several key elements of this era of intelligent CX:
Advanced chatbots.
Chatbots are evolving into more sophisticated digital agents, capable of delivering personalized, instant and interactive experiences thanks to generative AI.
Immersive live interactions
Consumers are looking for more engaging and interactive experiences. As such, CX leaders are embracing tools such as conversational commerce, live streaming and voice to meet these expectations.
Data privacy as a priority
CX leaders are becoming more responsible for data privacy, seamlessly integrating security into CX to ensure customer protection and convenience.
68% of consumers believe chatbots should offer the same level of experience and quality as highly trained human agents. More than half expect to interact with advanced bots for immediate responses, which has led companies to increase their investment in AI to improve these services.
On the other hand, 65% of CX leaders believe that not leveraging tools such as live streaming to provide real-time support will result in missed opportunities. As for data privacy, 77% of CX leaders feel a responsibility to ensure the security of customer information, and 83% consider it a priority in their service strategy.
As for the future of CX, leaders are confident and actively preparing for 2024, a year that is expected to mark a milestone in customer experience thanks to the incorporation of new technologies.
AI can automate repetitive tasks and free up time for agents to focus on solving more complex and personalized problems, improving efficiency and service quality. In addition, by analyzing real-time data, AI can provide agents with relevant information and accurate suggestions during interactions, helping them deliver faster and more effective solutions. We discuss all of this in episode #4 of our podcast “Voices of Change: Leaders of the New Customer Experience” where Raul Cornejo, director of digital transformation e-commerce at Elektra, shares his vision on digital transformation and improving the customer experience in e-commerce by integrating generative AI in the retail world.
