Digital CX Tips, AI Insights & Customer Experience Tech Trends
The world of digital customer experience is evolving at breakneck speed — from AI and automation to self-service, bots, live chat, and mobile optimisation. But tech alone doesn’t guarantee a better experience. It’s how you design, implement, and support it that truly matters.
This section features digital CX tips, case studies, and practical insights to help you make smarter tech decisions. Whether you’re evaluating platforms, designing digital journeys, or integrating new tools, these articles are written by real-world practitioners — not vendors. And if you’re ever stuck on a term, our CX glossary has your back.
Here’s why getting your digital CX strategy right is so important — for customers, teams, and business outcomes:
72% of business leaders say expanding AI and bots is a top CX priority (Zendesk)
57% of customers prefer engaging via digital channels (Salesforce)
69% of customers try to self-serve first — but most companies don’t support it (Zendesk)
66% of chats now happen via mobile (Live Chat)
80% of consumers are more likely to buy from brands offering personalised experiences (Freshworks)
54% of customers say chat features still aren’t good enough (NICE)
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