The report highlights the evolution of chatbots into advanced digital agents, with 70% of APAC CX leaders believing that chatbots can build a stronger emotional connection with customers. Consumers now expect more immersive interactions, with 78% of APAC consumers believing that chatbots should have the same level of expertise as human agents. Data privacy is also becoming a central responsibility for CX leaders, with 80% of APAC CX leaders seeing themselves as responsible for ensuring their customers' data is safe.
Key takeaways:
- The shift to AI-driven service will create a divide between companies that use AI to create the best customer experiences and those that don't, according to Zendesk's annual Customer Experience (CX) Trends Report.
- 72 percent of CX leaders in Asia Pacific are completely reimagining their customer journey, with 78 percent of leaders in Singapore and 83 percent in India experimenting with or implementing generative AI into their customer journey.
- Chatbots are evolving into advanced digital agents, with 70 percent of APAC CX leaders believing they can build a stronger emotional connection with customers, and businesses are planning to boost their AI investments to speed up this process.
- Data privacy is becoming a central responsibility for CX leaders, with 80 percent of APAC CX leaders seeing themselves as responsible for ensuring their customers' data is safe and 82 percent saying data protection and cybersecurity are top priorities in their customer service strategy.