Around 83% of CX leaders in India are already experimenting with or implementing Artificial Intelligence (AI) into their customer journey and topping the list in Asia Pacific (APAC), according to Zendesk, Inc.’s annual Customer Experience (CX) Trends Report.
"We’re on the verge of the most significant inflection point we’ve ever seen in CX with the latest advances in AI,” said Adrian McDermott, chief technology officer at Zendesk. “Businesses will need to rethink the structure of everything, from their tech stacks to their teams to how they deliver support. Companies that thrive will shift to a much more intelligent CX strategy, using AI to manage volume, lower costs, increase quality, and ultimately improve customer satisfaction."
The report on 2,818 consumers and 4,441 customer service and experience leaders, agents, and technology buyers from 20 countries, also revealed that around 70 percent of APAC CX leaders believe in the potential of chatbots to foster an emotional connection with their customers, and has evolved into skilled digital agents.
The report also shows that live and immersive interactions will redefine customer experiences, with around 72 percent of CX leaders in APAC partnering with external vendors for the implementation of conversational commerce.
Around 80% of APAC CX leaders feel responsible for ensuring the safety of their customers’ data, making them the new drivers of data privacy.
“Businesses need to go beyond adapting to ongoing consumer needs. They need to embrace transformative technologies like generative AI as a catalyst for a resilient and forward-looking customer experience strategy and make a commitment to ensure its ethical use,” said Maureen Chong, the regional vice president of Asia at Zendesk.