🤝 Building trust and security at the intersection of AI and CX with Joey Edwards-Lebair of Zendesk | Conversations with Zendesk Podcast
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💡 On this episode, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk.

🔋 Joey shares valuable insights into the evolving landscape of customer experience (CX) in the age of artificial intelligence. We discuss how AI is reshaping customer service, the importance of data privacy, and the future of voice communication in the digital-first era.

Timestamps:

00:00 - AI’s role in enhancing customer experiences

02:22 - The impact AI has on chatbots and human agents

04:02 - The adoption of instant predictive experiences by retail and e-commerce

10:33 - Balancing customer data security with a seamless user experience

11:18 - The rise of biometric verification in financial services

15:33 - The significance of immersive technologies in customer engagement

19:13 - The continued importance of voice communication channels

24:43 - The future of AI in creating more human-like digital interactions

25:25 - The fundamental goal of customer service in the AI era

Resources Mentioned:
🔗 Zendesk CX Trends report: https://zdsk.co/42nPDen
🔗 Zendesk Relate 2024: https://zdsk.co/49fcvim

🔗 Join the conversation any time in the Zendesk Community (https://zdsk.co/49dIsYg), or connect with other Zendesk users through our User Groups (https://zdsk.co/3ueuyX4).

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🔗 Learn more about Zendesk’s AI offerings: https://zdsk.co/490vihx

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