The Zendesk CX Trends 26 report is out, and it paints a clear picture: We have entered a new era for customer service, where contextual intelligence, AI and rising expectations define the game. At Available, we have delved into the report to give you the most important points that will shape the customer experiences of the future.
The central trends shaping the future
The report shows that customers' expectations are growing faster than ever, primarily driven by AI. To keep up, companies must focus on four key areas:
- Memory-rich AI: Personalisation is no longer a choice, but an expectation. Customers do not want to repeat themselves. For us, it is about ensuring that your data and systems talk to each other, so that you can deliver genuine personalisation at scale.
- Instant solutions: Speed is no longer enough; customers demand full solutions at the first contact. We help you map out which tasks AI can solve completely, so that you can deliver fast and complete solutions around the clock.
- Multimodal support: Customers communicate with text, images and video in one and the same conversation. We see a clear gain in integrating images and video directly into your chat. It creates clarity and significantly shortens handling time.
- AI transparency: Customers accept AI decisions if they understand "why". It is crucial for trust that your AI can explain its decisions in clear and human language, especially when it comes to finances and security.
Three overall conclusions
Across the trends, three points stand out clearly to us: Context is all-important, a full solution is more important than speed, and trust is created through transparency.
At Available, we are specialists in translating these trends into practice in your Zendesk solution. We help you implement AI agents, create coherent customer experiences and make data-driven decisions. We are ready to take your customer service to the next level.
Read the full article at: https://www.available.dk/mere-end-zendesk/takeaways-fra-zendesk-cx-trends-26-kundeservice-i-en-ny-%C3%A6ra-af-kontekst-ai-og-forventningspres