🔐 Unlock the power of intelligent customer experience | Conversations with Zendesk
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👉 On this episode of Conversations with Zendesk, we’re joined by Joey Edwards-Lebair, Senior Customer Insights Manager at Zendesk.

🧠 Joey shares deep insights into the role of artificial intelligence (#AI) in customer experience (#CX) and discusses significant trends and the evolution of customer service.

⏳ Timestamps:

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:
🔗 Zendesk CX Trends 2024 report: https://zdsk.co/48wK4MC
🔗 Zendesk Relate 2024 event: https://zdsk.co/3tIZXRh

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🔗 Learn more about Zendesk’s AI offerings: https://zdsk.co/3tUGo8v

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