AI ushers in era of intelligent CX, fuels massive industry transformation

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– buying products within chat interactions – and turning to live-streamed sessions for immediate help with shopping. To keep pace with this change, 72 percent of CX leaders are partnering with external vendors and experts to implement conversational commerce. Brands are also turning to social media and in-store influencers for sales – an approach that attracts new consumers and caters to those who prefer shopping at home. Sixty-five percent of CX leaders believe failure to leverage tools like live streaming that provide real time support will lead to lost opportunities.

CX leaders are the new drivers of data privacy
Amidst escalating privacy concerns and rising demands for AI-enhanced personalized experiences, data privacy is becoming a central responsibility for CX leaders. In fact, 77 percent of CX leaders see themselves as responsible for making sure their customers' data is safe. Another 83 percent say data protection and cybersecurity are top priorities in their customer service strategy.

With CX leaders now active drivers of data privacy decision-making processes, they're focused on delivering solutions that protect data while facilitating personalized experiences and deploying AI. More than half of consumers feel they're constantly under the threat of being scammed. When they see that a company is proactive about data security, they're more likely to feel comfortable providing personal information, leading to stronger trust and loyalty. 

The future outlook for CX
Leaders are confidently preparing for the future of CX, not just waiting to see what happens. They're betting big on smart customer experiences for 2024, signaling a landmark year for CX due to new technology. To learn more, download the Zendesk CX Trends Report and access all 10 key trends shaping the era of intelligent CX.

Methodology
Data from CX Trends comes from two survey sources. Zendesk surveyed 2,818 consumers and 4,441 customer service and experience leaders, agents, and technology buyers from 20 countries and organizations ranging from small business to enterprise during July and August 2023. Results from each survey were weighted to remove bias from the survey samples.

About Zendesk
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world.

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