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Economist Impact and Zendesk Present

Transforming customer service: the impact of AI

Monday
, 
April 
10

AUGUST 21 AT 5.30PM, LONDON

AUGUST 21

AT 5.30PM, LONDON

On-demand

This is a cool intro line to the event.

Customer service drives over two-thirds of customer loyalty, outperforming brand and price combined, according to a study by Gartner. Major advances in AI and personalization promise to improve customer service departments. AI may enable businesses to automate processes, alleviate pressure on agents, gain insights from data and improve interactions. However, AI can also lead to a lack of personal connection and concerns about data privacy, security and job displacement.

Moreover, the expectations around customer experience differ across generations: what wise elders and spirited youths want are not always the same. AI may bring fast-paced, impersonal interactions that are preferred by some but not by others. It can transform a company’s customer services but how it is implemented requires careful thought—and can harm customer satisfaction if not harnessed well.

Watch now
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Programmed by Economist Impact, the panel will discuss:

•

How are technology advancements evolving consumer expectations shaping the current customer service strategies?  What are the specific impacts of AI and personalization?

•

In what ways are consumers' expectations changing, and how must conversational commerce and services transition for generational preferences? How can businesses strike a balance between AI-driven automation and human interaction to enhance the customer experience?

•

How can AI help companies streamline workflows and reduce expenses and encourage reinvestment?

•

What are the privacy and security concerns associated with AI technologies? How can businesses ensure robust data protection measures?

•

How can businesses navigate the trade-offs between the benefits and downsides of AI in customer service? What strategies can be employed to maximize the advantages while minimizing the potential drawbacks?

•

Will generative AI be transformative for the customer service sector?

Event content

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

11:15 Breakout tracks begin

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Panel: Delivering a customer first strategy with Zendesk

Harness the possibilities of AI

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

12:30 Lunch

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

13:00 Breakout tracks continue

TRACK 1

Panel: Delivering a customer first strategy with Zendesk

Harness the possibilities of AI

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

Speakers

Adrian McDermott

Chief technology officer

Zendesk

Mohamed Abdelsadek

Executive vice president of data, insights and analytics

Mastercard

Kate Leggett

Vice president and principal analyst

Forrester Research

Jessica Moulton

Senior partner

McKinsey

Guy Scriven

US technology editor

The Economist

RESOURCES

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