Unlocking the power of intelligent CX with Joey Edwards-Lebair of Zendesk

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:

CX Trends Report

Relate 2024 Event by Zendesk

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