Unlocking the power of intelligent CX with Joey Edwards-Lebair of Zendesk
Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM
Categories:
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:
Registration for Relate 2024 is open. Visit www.zendeskrelate.com to get your tickets today.
Join the conversation any time in the Zendesk Community at zendesk.com/community, or connect with other Zendesk users through our User Groups. Find one for you at usergroups.zendesk.com.
Learn more about Zendesk’s AI offerings at https://www.zendesk.com/service/ai/
Sign up for a free trial at Zendesk.com
#CX #CustomerService #CustomerExperience
