Singapore – The recently released Zendesk Future of AI-powered CX report forecasts a dramatic overhaul in the customer experience (CX) industry, driven by artificial intelligence. According to the report, 82% of Singapore’s industry leaders believe that AI will be a decisive factor in business success. Moreover, 78% foresee the demise of traditional CX methods.
A Radical Overhaul in CX
In the next three years, 90% of Singapore’s industry leaders anticipate a period of unprecedented change, fundamentally transforming CX. Craig Flower, Chief Information Officer at Zendesk, states, “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.”
Adapting to AI-Powered Changes
Maureen Chong, regional vice president of Zendesk Asia, notes that consumers demand AI-assisted, personalized experiences consistent across all platforms. She adds, “CX leaders across Asia Pacific are feeling the pressure to adopt AI into their CX organization, with over 90% saying the pace of change is overwhelming.”
The New CX Organization
Zendesk envisions a future where CX organizations become leaner, faster, and more effective with AI at the forefront. This shift is expected to lead to smaller CX teams, as 74% of Asia Pacific industry experts predict a downsizing due to AI’s capabilities. In Singapore, 63% of experts foresee this reduction.
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Transformative AI Integration
AI is set to handle 80% of interactions globally, allowing human agents to focus on complex tasks. This evolution will lead to integrated text, voice, and video interactions, with 87% of Singapore leaders believing in the feasibility of voice-activated self-service for all channels.
Enhanced Roles and Skills
AI’s impact on CX will reshape roles, requiring agents to develop technical skills and specialized knowledge. “Agents will grow more adept at using AI, gaining technical skills,” says the report, emphasizing the need for continuous learning and advanced problem-solving.
Strategic Roles for Admins
Admins will increasingly rely on AI tools to manage interactions and enhance team performance. This shift will enable them to make data-driven decisions and balance workloads between humans and AI, ensuring efficient operations.
The Rapid Pace of Change
The Zendesk report underscores the necessity for CX leaders to stay agile and ready for rapid advancements in AI technology. For an in-depth analysis, download the complete Future of AI-powered CX report from Zendesk.
About Zendesk
Zendesk is committed to powering exceptional service for everyone. As the leader in customer experiences, Zendesk combines AI agents, workflow automation, and human agents to help businesses deliver outstanding service. Learn more at www.zendesk.com.
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