Zendesk CTO on AI agents in CX with FutureCIO

What’s next for CX? AI that acts, not just responds. This article shows how agentic systems anticipate customer needs—reshaping service, building trust, and redefining data‑driven engagement.

In most of my conversations with customers across SEA & Korea, one theme clearly emerges: the tremendous excitement about the potential of AI to transform customer experience. The biggest barrier, however, remains the availability, velocity, and quality of data. 88% of organisations still struggle with fragmented data siloes. Without addressing this, AI’s promise to deliver real-time, hyper-personalized CX at scale will remain out of reach. I believe the future of CX lies at the intersection of human-centric AI and strong data strategy. That’s where true transformation will happen. Grateful to share these perspectives with FutureCIO on how AI agents are already reshaping customer experience. Mel, Ravi, Kancharee, JiHyung, Sandra, Preeti, Annie, Chak https://lnkd.in/g5hUJkKx

CustomerThink Editor's Pick by Marie Angselius Schönbeck The traditional playbook is fundamentally broken. We’ve prioritized efficiency over effectiveness, triage over resolution, and cost reduction over customer value. But I believe we’re at a crossroads where a new paradigm; Agentic AI can finally bridge the gap between customer expectations and technological capability.

Agentic AI is not as a cost-cutting tool, but as a customer value creation opportunity. The technology requires investment in software, data integration and organizational change, but the ROI data suggests these investments pay for themselves quickly. Read my latest article in CustomerThink ⏬ #AgenticAI #TeneoAI #AIAgents #CX #AI

🚚🤖 “Agentic AI is redefining how logistics companies empower their teams and serve customers.” In this SMEChannels feature, Zendesk’s Maureen Chong explores the practical applications of AI in CX for the logistics industry, from boosting operational efficiency to enhancing customer satisfaction. Discover actionable insights for the industry: http://zdsk.co/468izKx

At the opening of this year’s Verint Engage 2025, the company doubled down on a message that’s becoming increasingly urgent for enterprises: most AI initiatives fail, but those that succeed can transform entire cost structures, revenue models, and customer relationships. Verint’s executives, customers, and partners used the opening general session to show how CX automation – done right – creates not only operational efficiency but measurable financial impact. https://lnkd.in/gAp53Jja

AI isn't just transforming customer service—it's future-proofing your business. Imagine a world where customer queries are resolved instantly, operations run like clockwork, and your team can focus on strategic growth. This isn't science fiction; it's the power of AI customer engagement tools. AI Voice Solutions leads the charge with voice chatbots that revolutionise customer interactions. Our chatbots don't just answer questions—they understand your customers, providing empathetic and intelligent communication. This means happier customers, more efficient operations, and a competitive edge in your industry. Embrace the future of customer service with AI Voice and stay ahead of the curve.

Reimagining customer experience with AI innovation 🚀 At Mirakl, innovation is about delivering the best, fastest answer wherever a question starts. This belief led us to redesign the foundations of how we serve our customers and build Mirakl One Help — a unified, AI-powered support platform designed to deliver the fastest, most reliable answers. The results speak for themselves: ✅ 96.2% Customer Satisfaction Score maintained 📈 36% efficiency gain on tier-1 requests 🎯 84% positive evaluation rate across digital touchpoints Discover the full story here ➡️ https://lnkd.in/dGK288Xt

In the article, “Customer Experience BPOs: Trends, Predictions & Providers,” John Abou, President, TTEC Engage highlights how AI in CX isn’t plug-and-play—it takes strategy, clean data, and thoughtful integration to deliver real value. At TTEC, we’re proud to be at the forefront of this thoughtful integration, empowering organizations to harness AI effectively—not just implement it. Curious what the future of CX looks like when smart strategy meets smart tech? Read the full article to explore key trends shaping our industry: https://okt.to/VoGlH3

From drive-thru automation to smarter customer loyalty, AI is reshaping the restaurant industry, and it’s a preview of how AI will transform every customer-facing business. In this clip, we explore: - How AI can improve drive-thru ordering with faster, frictionless service - Using AI to personalize loyalty programs and upsell offers - How AI can summarize reviews & feedback to save owners time For CEOs and founders in B2B tech, the lesson is clear: AI isn’t just about automation; it’s about enhancing customer experience while driving efficiency. If you want to understand how AI will impact both consumer-facing industries and enterprise adoption, this is one to watch.