Zendesk Tackles the CX Market, Rep Retention

The market for customer-experience (CX) software is expected to reach about $85 billion by 2025, with 80% of companies planning to increase customer service budgets over the coming years, according to Zendesk CEO Tom Eggemeier. In his discussion with Bloomberg Intelligence Senior Technology Analyst Anurag Rana, Eggemeier also points out the 100% turnover in customer service reps on average every year. In this episode of BI's Tech Disruptors podcast, the two discuss the typical journey as a company builds out its customer service, the importance of retaining of representatives and the rapid pace of innovation, especially with AI.