Envoy’s Post

What happens when you get a bunch of CX experts and the world's leading companies together? 🔥 A blast, obviously. 🔥 Yesterday, Envoy sponsored the Zendesk Showcase NYC, where we talked about all things AI for CX -- and how industry leaders are growing market-leading companies by better serving their customers & employees with cutting edge tech. After that, we had so much fun at dinner at female owned & operated, Michelin star Aroqa (YUM) with Caitlin Allen (Roberson), Aakrit Prasad, Megan Sherrod, Sofia Baudier, Anthony Pizza, Hassan Ghiassi (He/Him), Jessica Hannes, Tom Hissink, Luke Houser, and Starr Reeves from Watermark, SweetHawk, Knot, Esusu, and SpeedX. The best zingers from the day? To quote Cassie Kozyrkov - "What's the difference between ML and AI? If it's written in Python, it's probably ML. If it's in PPT, it's probably AI." 😂 And from @Adrian McDermott: "There were some people who grew up when the internet was very unfriendly because UI wasn't yet a thing." 😎 My favorite takeaways from the day: ** 70% of #CX leaders are rethinking their entire customer journey due to emerging tech like gen AI. 😮 ** 70% of CX leaders say positive outcomes from agents using bots. Only 36% of agents say tools are making their jobs easier. 😓 ** Employees spend an average of 1.8 hours every single day, searching for information in company databases. 😨 Our shift to #AI reminds me of what was a big discussion about the potential of having APIs over a decade ago. We'll look back in the future and see AI as the same kind of shift. Thanks for an amazing day, everyone!