October 9, 2024

By: Matias De Zan, Senior Customer Manager Operations at Xtendo Global

In this new era, the implementation of services powered by generative AI will create a significant gap between companies that succeed in delivering high-quality customer experiences and those that fail to adopt AI. Businesses that bridge this gap will radically transform their CX, offering large-scale personalization, improving service quality, and reducing costs.

“We are at the most significant inflection point in CX history, driven by recent advances in AI,” said Adrian McDermott, Chief Technology Officer at Zendesk. “Companies will need to rethink everything—from the technology they use to how they provide support. Those that thrive will be the ones adopting a smarter CX strategy, using AI to handle volume, cut costs, enhance quality, and increase customer satisfaction.”

The report reveals that 70% of CX leaders worldwide are redesigning customer journeys using generative AI tools. This adoption is already yielding clear benefits: 83% of these leaders report a positive return on investment, setting a new standard for CX success. Additionally, the report identifies several key elements of this smart CX era:

Advanced Chatbots

Chatbots are evolving into more sophisticated digital agents, capable of delivering personalized, instant, and interactive experiences thanks to generative AI.

Immersive Live Interactions

Consumers seek more engaging and interactive experiences. CX leaders are integrating tools such as conversational commerce, live streaming, and voice technology to meet these expectations.

Data Privacy as a Priority

CX leaders are taking responsibility for data privacy, seamlessly integrating security into CX to ensure both customer protection and convenience.

A staggering 68% of consumers believe chatbots should deliver the same level of experience and quality as highly trained human agents. More than half expect to interact with advanced bots for immediate responses, leading businesses to increase AI investments to enhance these services.

Meanwhile, 65% of CX leaders believe that failing to leverage tools like live streaming for real-time support will result in lost opportunities. Regarding data privacy, 77% of CX leaders feel responsible for ensuring customer information security, and 83% consider it a priority in their service strategy.

As for the future of CX, leaders are confident and actively preparing for 2024—a year expected to be a milestone in customer experience due to the integration of new technologies.

AI can automate repetitive tasks, freeing up agents to focus on solving more complex and personalized issues, improving efficiency and service quality. Additionally, by analyzing data in real-time, AI can provide agents with relevant insights and accurate suggestions during interactions, helping them deliver faster and more effective solutions.

We discuss all of this in Episode #4 of our podcast, “Voices of Change: Leaders of the New Customer Experience,” where Raúl Cornejo, Director of Digital Transformation & E-Commerce at Elektra, shares his insights on digital transformation and how generative AI is reshaping the retail industry’s customer