On this episode, we're joined by Adrian McDermott, Chief Technology Officer, and Teresa Haun, Senior Director of Technology and CX Strategy at Zendesk. Adrian and Teresa discuss the subject of artificial intelligence in customer experience, offering their insights on how businesses can navigate these changes effectively.
Key Takeaways:
(00:32) The importance of AI in shaping future customer experiences.
(03:44) Historical inflection points in CX and parallels with today’s AI evolution.
(06:07) How the internet and AI democratize customer service.
(09:44) The current state of AI in the industry and its impact on business strategies.
(16:10) Predictions for AI’s role in customer interactions by 2030.
(22:10) Balancing automation with the human touch in CX.
(24:20) Strategies for businesses implementing AI without being overwhelmed.
(27:19) Innovative uses of AI in creating customer service solutions.
Resources Mentioned:
Adrian McDermott - https://www.linkedin.com/in/adrianmcdermott/
Teresa Haun - https://www.linkedin.com/in/teresahaun/
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Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service