Recent Developments in CX: Gartner, Zendesk, Oracle, and SAP Making Waves in the Industry
Are you ready to dive into the latest news in the world of customer experience (CX)? This past week has been filled with exciting developments from industry leaders such as Gartner, Zendesk, Oracle, and SAP. From advancements in automation to cloud revenue milestones, there is a lot to unpack. Let’s take a closer look at some of the highlights from the past seven days.
Gartner, a leading technology research and consultancy firm, made some bold predictions about the future of AI in customer interactions. By 2028, Gartner believes that one third of interactions with generative AI will utilize autonomous agents to complete tasks. These autonomous agents can handle defined tasks without constant human input, making decisions and improvements based on AI technologies. The potential applications of advanced AI span across various sectors, including healthcare, education, insurance, and gaming.
Oracle made headlines with its announcement of a record-breaking cloud revenue of $5.1 billion, marking a 24% increase and solidifying cloud as the company’s primary revenue stream. This milestone comes as a significant achievement for Oracle, as cloud revenue surpassed total license support revenue for the first time in the company’s history. The surge in cloud revenue has been attributed to the success of Oracle’s cloud applications, autonomous databases, and OCI, driving overall revenue growth.
Zendesk also made waves with its acquisition of service automation provider Ultimate, positioning itself as a leader in AI-driven customer experience solutions. By integrating Ultimate’s advanced intelligence capabilities, Zendesk aims to deliver a comprehensive AI offering that empowers AI agents to proactively solve customer problems and enhance human expertise. This acquisition reflects the growing demand for AI in customer engagement, with AI agents becoming a crucial component of businesses’ CX strategies.
SAP introduced a new open payment framework within its Commerce Cloud, offering retailers a flexible solution to navigate the evolving payment landscape. With the rise of alternative payment options like buy-now, pay-later, SAP’s integration with third-party payment service providers such as Stripe and Adyen aims to streamline the checkout process and enhance the overall customer experience. By simplifying integration and providing native integration capabilities, SAP’s Commerce Cloud empowers retailers to adapt to changing payment preferences seamlessly.
The world of CX is constantly evolving, with automation, cloud services, and AI-driven solutions shaping the future of customer interactions. As industry leaders continue to innovate and adapt to changing customer needs, it’s clear that the landscape of customer experience is undergoing a transformative shift. Stay tuned for more updates and insights from the dynamic world of CX.
