Customer Think

DECEMBER 12, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for y.

Customer Experience 145

Customer Experience 145

NG Data

OCTOBER 19, 2023

Say goodbye to manual data analysis and complicated spreadsheets – artificial intelligence (AI) is here to help us work smarter! We can breathe a sigh of relief in the customer experience (CX) space, as evolving customer expectations, complex data sets, and stretched resources mean there’s a need for intelligent, agile solutions.

Customer Experience 98

Customer Experience Artificial Intelligence Banking Leadership 98

Zendesk

JUNE 20, 2023

Providing great products is not enough in today’s world–our research indicates that investing in CX is the essential tool for building a strong company and loyal customer base. Download this report for three customer stories and insight on how manufacturers can elevate their CX through AI and increased personalization.

Manufacturing 97

Manufacturing Profitability 97

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important.

Customer Experience 52

Customer Experience Artificial Intelligence Decision-making e-Learning 52

Zendesk

FEBRUARY 27, 2024

An unforgettable personalized experience awaits you Expect to be wowed, moved, and inspired as our in-person event brings together thousands of senior business leaders, CX, EX, IT, and HR practitioners, Zendesk partners, analysts, and industry experts for three adrenaline-pumping days in Las Vegas.

Digitalization 59

Digitalization Customer Experience Organization 59

Customer Think

JULY 21, 2021

Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic process automation, and many more, there is another topic that currently gets quite some attention. Low code and no code platforms.

Artificial Intelligence 140

Artificial Intelligence Meetings 140

Customer Think

DECEMBER 19, 2022

Artificial Intelligence (AI) has been a transformative technology in CX. According to Gartner, 91.5% of leading businesses invest in AI on an ongoing basis to boost their customer relations. As a result, customer satisfaction is expected to grow by 25% by 2023 in organizations that use AI.

Artificial Intelligence 94

Artificial Intelligence Organization 94

Customer Think

JANUARY 22, 2024

The findings of the Zendesk annual Customer Experience (CX) Trends Report signal a rapid transition towards intelligent CX and an undeniable transformation of the customer journey.

Customer Experience 59

Customer Experience 59

Zendesk

APRIL 13, 2023

That’s because CX is a well-honed practice, and the more we practice the better we get — using all the tools at our service. We hope you’ll join us in carving out a little of your time to reset and refresh at our annual conference, Zendesk Relate , where we’ll take a look at the future of CX and share some big, exciting news about Zendesk AI.

Customer Experience 98

Customer Experience 98

Zendesk

MAY 8, 2023

Delivering exceptional CX through omnichannel support and self-service is key to increasing net retention , and AI can help by simplifying the self-service process for everyone involved. CX teams save time and control costs by letting bots handle low-value requests like, “How do I reset my password? ” How Unity saves $1.3

Prioritization 98

Prioritization Software Software Profitability 98

Customer Think

FEBRUARY 1, 2022

Delivering superior customer experience (CX) is more difficult in an omnichannel world. Research shows that 100% of companies offer at least one digital channel, 43% offer nine or more digital channels, and 65% of companies have at least one channel powered by artificial intelligence.

Artificial Intelligence 111

Artificial Intelligence Digitalization Customer Experience 111

Zendesk

JANUARY 25, 2024

An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. The rise of artificial intelligence, most notably generative AI , has transformed customer service operations in contact centers.

Artificial Intelligence 52

Artificial Intelligence Digitalization Customer Experience Software 52

Freshworks

JUNE 2, 2023

As companies expand their investments in digital transformation, they’re banking on big returns, especially in customer experience (CX). The report also highlights the voice of our customers from a survey of over 650 CX leaders. Surveyed companies represent more than 25 industries and 90 countries.

B2C 94

B2C Digital Transformation Digitalization Healthcare 94

Zendesk

SEPTEMBER 7, 2022

In our CX Accelerator report , we surveyed almost 5,000 CX leaders on what it takes to scale new heights in customer experience. Below, we unpack key takeaways from the report and explore what retail “Champions” are doing to win in CX, so you can go from a retail Starter to a retail Champion. Digital CX isn’t a trend.

Retail 98

Retail Digitalization Customer Experience Profitability 98

Zendesk

JANUARY 18, 2024

AI transparency means understanding how artificial intelligence systems make decisions, why they produce specific results, and what data they’re using. We use artificial intelligence (AI) more than we think—some of us speak with Siri or Alexa every day.

Artificial Intelligence 52

Artificial Intelligence Decision-making Stakeholders Government 52

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience. Ready for the future of CX?

Customer Experience 52

Customer Experience e-Learning Innovation Decision-making 52

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience. Ready for the future of CX?

Customer Experience 52

Customer Experience e-Learning Innovation Decision-making 52

Freshworks

JUNE 1, 2023

The report sifts through more than 5 billion data points from 22 industries in 25 countries, showing how companies use helpdesk technologies such as automation, machine learning, and chatbots to improve agent productivity and overall customer experience (CX). of B2B customers and 42.7%

Artificial Intelligence 66

Artificial Intelligence B2C Transportation Retail 66

Customer Think

SEPTEMBER 14, 2023

The allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders. The urgency to effectively deploy AI in customer experience (CX) is accentuated by the […]

Artificial Intelligence 78

Artificial Intelligence Customer Experience Digitalization Marketing 78

Zendesk

MARCH 22, 2023

While 76 percent of SMB leaders believe that providing excellent customer service during an economic downturn becomes even more important, only 18 percent of those leaders believe their organizations’ CX offering is much better than that of their core competitors, according to the 2023 Zendesk Customer Experience Trends Report.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Organization Marketing 52

Zendesk

MAY 18, 2023

Certainly it was a year of change and, at Relate, our new CEO Tom Eggemeier shared his vision for how Zendesk will deliver intelligent CX in the days ahead. Zendesk AI for CX: From aspirational to the right now We’re all talking about AI, but Zendesk AI is a revolutionary new offering that CX teams can take advantage of today.

Retail 52

Retail Digitalization Customer Experience Decision-making 52

Customer Think

DECEMBER 6, 2023

Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models

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Zendesk

FEBRUARY 23, 2023

Serve your citizens with exceptional CX When most people think of a great customer experience (CX), interacting with a government agency is not exactly the first thing that comes to mind. Download our free guide to see the top trends influencing public sector CX in 2023.

Artificial Intelligence 52

Artificial Intelligence Government Decision-making Media 52

Customer Think

AUGUST 22, 2023

In the fast-paced digital age, customer experience (CX) stands as a cornerstone of business success. In pursuit of such goals, the integration of artificial intelligence (AI) into CX strategies is certainly a transformative solution.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Digitalization Organization 52

Zendesk

MAY 9, 2023

That means providing great CX, every interaction, every time. According to our latest CX Trends Report , around two-thirds of CX leaders believe that artificial intelligence (AI) will drive large cost savings over the next few years and that it has the potential to transform how they engage with their customers.

Artificial Intelligence 52

Artificial Intelligence Retail Supply Chain Digital Transformation 52

Zendesk

MAY 30, 2023

Zendesk AI is the CX professional’s latest and greatest toolkit, designed with the support experience top of mind. An AI solution made for CX teams is just the beginning. The Intelligence panel is the center of the agent experience, enabling teams to solve issues faster with AI-powered insights and recommendations.

Retail 52

Retail Profitability Management Organization 52

Zendesk

SEPTEMBER 21, 2023

An excellent customer experience (CX) hinges on a superior employee experience (EX). But research shows that many of today’s employees feel overworked, spread thin, and disengaged from their jobs—which ultimately impacts the bottom line.

Innovation 52

Innovation Customer Experience 52

Zendesk

MAY 24, 2023

Intelligent triage that uses AI to automatically analyze the customer request and determine the intent, sentiment, and language. Intelligence in the context panel , which is an AI-powered assistant in the Agent Workspace that provides insights and guidance on how to resolve an issue. gated-cta-in-post] 5.

Customer Experience 88

Customer Experience Decision-making Onboarding Software 88

Zendesk

OCTOBER 9, 2023

But as we know, “With great power comes great responsibility”—businesses and individuals must commit to prioritizing the ethics of AI in CX to create a safe and positive experience for all. The impact of AI ethics on CX From AI chatbots to customer experience software , businesses turn to AI technology to enhance CX.

Computers and Electronics 52

Computers and Electronics Artificial Intelligence Prioritization Customer Experience 52

Zendesk

NOVEMBER 28, 2023

The Jetsons nailed artificial intelligence. The show illustrates the benefits and challenges of intelligent automation and how people can implement AI at home and in the workplace. With AIaaS, businesses can implement AI faster to deliver personalized, conversational support and level up their CX.

Artificial Intelligence 52

Artificial Intelligence e-Learning Internet Software 52

Zendesk

FEBRUARY 12, 2024

Top 35 customer service and customer support podcasts Conversations with Zendesk The Modern Customer Podcast CX Pulse Podcast CXChronicles Podcast Customer Service Academy Customer Service Revolution Customer Experience Superheroes Amazing Business Radio Future of Customer Service Crack the Customer Code Experience This!

Customer Experience 52

Customer Experience e-Learning eCommerce Artificial Intelligence 52

Desired Path

MARCH 9, 2023

Engati CX spoke with DesiredPath CEO and Founder, Kia Puhm, to discuss why a customer-centric business model is essential for driving customer retention and avoiding churn. Is the customer getting any value out of the EBR or is your organization having CSMs/AMs conduct them because it believes this will drive success and good CX?

Customer Success 52

Customer Success Organization Digitalization Acquisition 52

Zendesk

MARCH 1, 2024

What is intelligent call routing? Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability. But it doesn’t have to be that way.

Telecommunications 52

Telecommunications Prioritization Customer Experience Software 52

Zendesk

DECEMBER 8, 2021

These customer service stats will also give you a glimpse into what next year holds for CX. Use these customer service statistics to your advantage to help your company build a better CX. 58% of consumers believe CX is a deciding factor when making buying decisions and choosing one brand over another. Sitel Group ). 40% of U.S.

Artificial Intelligence 98

Artificial Intelligence Digitalization Communication Media 98

Zendesk

FEBRUARY 29, 2024

In this guide, we cover the basics of revenue churn, how you can calculate and reduce it, and how being attentive to your customer experience (CX) can make a significant impact. This can lead to a better CX and improved customer loyalty. More in this guide: Why is revenue churn rate important?

Artificial Intelligence 52

Artificial Intelligence Customer Experience Acquisition Onboarding 52

Zendesk

JULY 7, 2023

Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads. Acquiring Tymeshift is a step in Zendesk’s journey to a new era of Intelligent CX. Zendesk, Inc. announced its completed acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution.

Telecommunications 52

Telecommunications Management e-Learning Acquisition 52

Zendesk

MARCH 7, 2024

Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. Improved customer experience and loyalty Every organization should prioritize the customer experience, and workforce optimization can help achieve CX goals. That balance is workforce optimization.

Prioritization 52

Prioritization Profitability Customer Experience Decision-making 52