Dive into the transformative world of customer experience with Maureen Chong, Regional Vice President for India and Asia at Zendesk, in this exclusive CXNet interview. Maureen shares invaluable insights on how AI is fundamentally reshaping customer service across diverse markets.
In this comprehensive discussion, discover how businesses are preparing for a projected five-fold increase in customer interactions through strategic AI implementation. Learn why Zendesk predicts that within 2-3 years, 100% of customer interactions will involve AI, with 80% resolved without human intervention.
Key highlights include:
• Why consumer expectations are becoming increasingly demanding, with 7 in 10 APAC customers willing to switch brands after just one bad experience
• How global brand Lush overcame initial resistance to automation and saved 360 agent hours monthly
• Practical advice for businesses starting their AI journey: “Start small, set clear goals, and focus on achievable objectives that demonstrate early ROI”
• The three key trends shaping the future of CX: hyper-personalization, agentic AI, and predictive service capabilities
• Regional differences in technology adoption across diverse markets and industries
• How organizations can balance AI automation with the human touch
• The critical importance of upskilling customer service teams to work alongside AI
Whether you’re just exploring AI possibilities or looking to scale your implementation, Maureen provides strategic insights applicable to businesses at any stage of digital transformation. Discover why “quality and cost no longer have to be tradeoffs” in the new era of AI-powered customer experience.
