Zendesk today released its Future of AI-powered CX report, forecasting a radical overhaul of the customer experience industry. In the next three years, a complete revamp is anticipated, with nearly 80% industry leaders expecting an end of traditional CX, paving the way for new practices.
“In the near future, AI will play a role in all customer interactions, moving us beyond traditional, manual service to more advanced, technological-driven experiences.” said Craig Flower, Chief Information Officer, Zendesk. “That’s why leaders are proactively adjusting their strategies now to navigate the anticipated changes and leverage AI to its fullest potential. A transformation won’t happen overnight, but there will be a steady progression that develops over time. It’s going to redefine roles and improve experiences for CX teams and their customers.”
The new CX organization
Zendesk envisions a future where CX organizations become leaner, faster, and more effective, with AI at the helm to streamline processes, personalize engagement, and handle a higher volume of customer interactions. The evolution will likely lead to smaller CX teams, as 64% of industry experts predict a downsizing due to AI’s ability to simplify operations while delivering high quality service to customers.
AI will play a pivotal role in every customer interaction, stepping in to handle initial inquiries and maintain consistency across all service platforms. It will also track the performance of both human and AI agents to deliver exceptional service. With AI projected to resolve 80% of interactions, human agents will turn their focus to more complex tasks, while AI uses data to tailor and improve each customer’s experience.
A fivefold increase in customer service interactions is also anticipated, with leaders confident in AI’s ability to maintain quality service. This shift will make operations smoother, decisions sharper, and boost market competitiveness. As AI takes over routine tasks, it will enable teams to be more efficient and control costs, allowing for effective scaling of business operations even as customer interactions increase.
Tech-savvy agents will be the new norm
AI’s impact on CX organizations promises to be significant, reshaping the roles of agents, admins, and leaders to prioritize specialized skills. Agents will see their roles expand to include enhanced technical skills and a deeper understanding of technology:
Agents will grow more adept at using AI, gaining technical skills.
Agents will develop in-depth, specialized knowledge.
Soft skills will be refined, and work will be more efficient in an unified workspace.
Proficiency with AI tools, advanced problem-solving, and continuous learning will be crucial for agents. This change will help them provide superior customer experiences, boosting their productivity and the quality of their service.
Admins to take on more strategic roles
Admin roles are on the cusp of a big change, becoming proactive guardians of business operations. They will increasingly rely on AI copilots and smart tools to manage automated interactions and to make AI-driven improvements.
In their day-to-day, admins will keep a real-time pulse on the quality of agent interactions, refine automation, predict staffing needs, and implement workflows suggested by AI. They will need to master using AI to enhance team performance, employ no/low-code tools for automation, make data-driven decisions, and balance workload between humans and AI to meet customer needs. This evolution will empower admins to spearhead strategic advancements and maintain efficient, effective operations.
CX leaders will lead AI integration
Industry leaders will transform into customer-centric visionaries, equipped with a deep understanding of the solutions that truly resonate with customers. They will proactively apply AI, using real-time data for better customer experiences, and collaborate across departments to safeguard customers and swiftly innovate based on AI insights. This transition will empower CX leaders to deploy AI strategically, make smarter decisions, and effectively guide their teams through emerging tech trends and evolving customer behaviors.
The rapid pace of change
As the industry progresses, keeping pace with rapid advancements in AI technology will be crucial. Staying agile and ready for future shifts in the CX landscape is vital for sustained success.
For a detailed analysis and insights into the potential challenges facing CX leaders, download the complete Future of AI-powered CX report.
Methodology
Zendesk conducted a global survey of over 1,300 senior CX leaders, those at the VP level or higher, from countries including Australia, Brazil, India, Mexico, Singapore, Spain, the UK, and the US, to gather insights into their perspectives and predictions for the future of CX over the next three years.