68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk.
Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times by 2027.
“The UK market has already adapted tremendously over the past few years, with the impact of the pandemic and global inflation changing the way both consumers and organisations see the customer experience,” comments Eric Jorgensen, VP EMEA at Zendesk.
80% of study respondents believe that AI will change everything about CX, and will be the pivotal solution to help the industry manage the large influx. Over three quarter believe it will make or break businesses.
Fully-equipped and sufficient chatbots, fully automated and self-updating self-service, adapted tone of voice, and seamless human handoff are areas where leaders believe AI has the most potential to transform the industry.
With these adoptions, 55% say that wait times in the UK could disappear within the next few years. Almost two-thirds believe that customers will no longer get trapped in endless cycles with bots thanks to advanced systems ensuring seamless escalation to human agents when needed.
“AI is the next big frontier across the industry. But in contrast to previous disruptive forces, it has the means to bring a positive impact, evidenced by the fact that leaders feel it has the potential to eliminate wait times in only the next three years. Once we tackle and overcome considerations around acceptance, regulation and security, AI will bring a great transformation to our industry. But it must be approached in a thoughtful and responsible way to truly improve experiences for CX teams and their customers.” says Jorgensen.