Welcome to Zendesk Insights, your front-row seat to the future of customer service.
As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.
Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.
Welcome to Zendesk Insights, your front-row seat to the future of customer service.
As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.
Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.
On this episode, we’re joined by Paulette Chafe, Head of Consumer Insights and Research at Zendesk. In our discussion, Paulette shares insights about the integration of AI in customer and employee experiences and how technology is rapidly reshaping the business landscape.
Key Takeaways:
(01:11) Discoveries from a global survey of IT leaders conducted by Paulette's team.
(02:35) Top IT priorities today: Cybersecurity, enhancing customer experience, and data utilization.
(04:19) The intricacies of harnessing data for enriched personalization.
(05:49) The imperative of training and evolving IT teams.
(07:11) IT leaders' specific expectations from strategic partners.
(09:12) The indispensable value of immediate AI expertise from partners.
(12:02) The rising wave of AI in elevating employee experiences.
(15:48) The intertwined nature of CX, cybersecurity, and employee experience.
(18:24) Demonstrating tangible ROI for pivotal IT initiatives.
(22:09) Projecting the ever-evolving landscape of the AI industry.
(28:12) Emphasis on the importance of continual experimentation and customer focus for all leaders.
Resources Mentioned:
https://www.linkedin.com/in/paulettechafe/
Zendesk -
https://www.linkedin.com/company/zendesk/
https://zendesk.com/community
https://usergroups.zendesk.com
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