Recently, Zendesk hosted an insightful webinar, “The Evolution of AI and CX in Asia,” streamed live from Singapore. The event, supported by Demeter ICT as one of the main sponsors, gathered experts from various fields to explore the transformative impact of AI on customer experience (CX) across Asia. The two-hour session was filled with deep insights, practical strategies, and forward-looking discussions on AI reshaping the CX landscape.
The webinar kicked off with an exploration of how AI is set to revolutionize every pillar of CX, from user experience and knowledge management to integrations, people management, and analytics. One of the central themes was the critical need for businesses to adopt a human-centric approach to AI, ensuring that technology enhances rather than detracts from the customer experience. This sentiment was echoed in discussions about the importance of omnichannel support, with a staggering 67% of businesses still only meeting customers on one or two channels. AI, as highlighted in the webinar, offers a solution by enabling seamless support across all channels—whether it’s phone, chat, email, or forms.
Another key takeaway from the event was how AI can unify data and systems through generative integrations, making it easier to scale operations while maintaining quality. With AI, analytics will evolve to become more proactive, offering automated insights and recommendations that are accessible to all levels of the organization. This shift will not only enhance the customer experience but also allow CX teams to focus on supervision and escalation rather than routine tasks.
The live demonstration of Zendesk’s AI-powered Workforce Engagement Management (WEM) system showcased how businesses can optimize their operations. The WEM system, with features like intelligent forecasting, automatic scheduling, and real-time monitoring, is designed to create a better agent experience. It also includes robust Quality Assurance tools, such as AutoQA with 100% coverage and data-driven coaching, to ensure continuous improvement and reduce agent turnover.
As Zendesk continues to innovate, their vision remains clear: to deliver a complete, AI-powered CX solution that empowers businesses to meet the growing demands of modern customers. Demeter ICT, as a premium partner of Zendesk, plays a crucial role in helping businesses across Asia implement these cutting-edge solutions. With expertise in leveraging Zendesk’s powerful tools, Demeter ICT is well-positioned to guide companies through this AI-driven transformation, ensuring they stay ahead in the competitive CX landscape.
For those who missed the live event, the insights shared during the webinar underscore the urgent need for businesses to embrace AI in their CX strategies. As AI continues to evolve, partnering with experts like Demeter ICT can provide the support and guidance needed to navigate this complex, yet incredibly promising, technological shift.
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