Consumers expect AI to Radically Transform Service

Zendesk CX Trends research finds that companies must prepare for AI’s massive impact on how support is delivered to customers.

It’s clear that we’ve entered a new era in artificial intelligence, and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk CX Trends research indicates that AI will affect every customer touchpoint, and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.

Zendesk interviewed thousands of consumers across 20 countries to gain a better understanding of how consumers view AI—how they want it to be used and what makes them excited about the technology. What Zendesk found provides a clear roadmap for businesses of all sizes, from startups to the largest companies on the planet.

This white paper sheds light on:

• Why customers expect AI to upend how they interact with companies

• How consumers view AI’s effect on delivering instant personalization

• The ways customers see AI supercharging bots and voice assistants

• Generative AI’s promise to dramatically improve the depth and quality of responses

• Why AI should display empathy and sensitivity

• Why consumers believe AI will improve self-service

• Ready to dive in? Download our free white paper to learn how AI will transform customer service and how your company can embrace and leverage the technology.

We distilled our qualitative and quantitative research into the four main business objectives that every retail brand reaches for. And we lift the lid on the tactics needed to reach those objectives plus the metrics you need to measure progress at specific steps in the journey

In addition to grouping the objectives, the framework oers retailers a more nuanced view of the customer journey and a roadmap to increase transactions and retention

The model breaks each objective down into layers and outlines the actions and experiences retailers must enable or enhance to influence behavior, remove friction, and drive positive outcomes for all stakeholders.

It narrows down what retailers must do to motivate customers to move through the stages and — ultimately — increase customer lifetime value

Above all, the Fit for the Future Framework opens our eyes to the model and the mindset retailers must embrace to increase the kind of meaningful engagement that leads to increased transactions and customer loyalty

It’s important to understand that the framework is also a continuum, ranging from low-value to high-value actions. Customers may traverse this spectrum rapidly within the space of a few sessions/interactions or remain stubbornly stuck in a low-engaged state for days, or months. Understanding the tactics needed to remove friction and nudge customers to progress will separate the retail leaders from those left behind

4 Strategic Business Objectives:

• Increase new user retention

• Increase customer engagement

• Increase order transactions

• Reduce customer churn

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