Zendesk: 2024 Customer Experience Trends Report

Zendesk released the "2024 Customer Experience Trends Report". We are facing huge changes in the field of customer experience with the rapid development of artificial intelligence, data analysis and other emerging technologies, which are shaking the foundation of the industry.

Artificial Intelligence and Intelligent Experience

The best customer experiences are personalized touches. 4,500 global customer experience leaders are looking to generative AI to accelerate the delivery of more human journeys that use data to feel personable and interactive.

70% of customer experience leaders plan to integrate generative AI into many of their touchpoints within the next two years.

At the same time, customers are ready for this big change: 59% of 2,500 global consumers expect AI to completely change the way they interact with businesses.

Data and trusted experience

For years, one of the biggest challenges facing businesses has been how to effectively utilize mountains of customer data.

62% of CX leaders believe they are lagging behind in delivering the more instant experiences consumers expect.

It would be easy to anticipate customer needs, resolve issues faster, and provide a highly personalized experience, but it’s not always easy.

Next-generation immersive experience

Consumers have been shopping online for decades, and the way they purchase goods and services over the internet has continued to evolve. Now, live and immersive experiences are dramatically influencing the future of online shopping.

Customers expect conversational commerce and eagerly tune into live sessions to learn about and purchase new products.

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