Delivering stellar customer service has always been a challenge. And while AI promises to revolutionize every aspect of how the customer experience is created and delivered—opening the way toward intelligent CX, in which customers will enjoy truly immersive experiences, agents will be more productive, and businesses will reap significant cost savings—that doesn’t mean things will get easier for companies.

If anything, AI introduces more complexity. And as Zendesk showed in its CX Trends 2024 Report, this monumental shift in CX is happening whether leaders are ready or not. These changes are being driven not only by the technology itself but by customers: 59 percent of consumers believe that generative AI will completely change the way they interact with companies in the next two years, and for