Author: Kellie Hackney
Kellie Hackney
Kellie Hackney, Regional Vice President, Zendesk Australia and New Zealand. As Regional Vice President for Australia and New Zealand, Kellie leads a team of people that help organisations of all sizes build exceptional customer experiences by adopting the best-in-breed technologies in CX.
As competition grows and customer expectations continue to rise, experience has become one of the few remaining levers for differentiation and customer loyalty. For CX leaders, the challenge is no longer limited to resolving issues efficiently, it’s about moving beyond transactional interactions to ones that foster trust and long-term relationships. AI agents have emerged as an essential tool to supercharge loyalty. Powered by generative AI, these intelligent agents go beyond simply responding to queries. They solve problems and take autonomous actions that enable businesses to deliver faster, smarter, and more personalised service – a shift that consumers are noticing. According…