Article • 4 min read
The AI advantage: Freeing CX leaders to focus on what matters most
AI is giving CX leaders a new advantage: time. With a full workday saved each week, leaders are making bigger moves—both for their teams and their own careers.
Por Kelly Waldher, Chief Marketing Officer, Zendesk
Última atualização em March 14, 2025
What could you do with an extra day each week? That’s the question many of our customers are answering, thanks to the time they’re gaining from AI. We’re not talking about agents here, though AI has certainly improved the speed and efficiency of their work. This is about CX leaders, who now have more bandwidth to focus on their teams, their customers, and their own careers.
A recent survey of 1,700 global CX leaders, agents, and admins gave us insight into just how much time AI is saving and, more importantly, how it’s being used. With AI tackling the vast majority of routine tasks, it’s now saving leadership teams an average of nine hours each week. And they’re spending it on deeper strategic planning, more creative thinking, and even stress management.
Put simply, they’re using this extra time to become better leaders. Nearly 9 out of 10 say they’re more innovative because AI is giving them the time to focus on the bigger picture. And many report that their new AI skills have made them more marketable—accelerating their career growth and long-term plans.
I recently spoke with Brent Pliskow, GM and VP of Customer Support at Upwork, about some of the benefits he’s seen from his AI use. Having AI to take care of daily operational demands means he can dedicate more time to innovation and execution. This includes leading the effort to minimize agent involvement with common questions and working to increase the use and reliability of automation across the team. At the same time, he’s able to be more present with his family, especially during his children’s formative years, shaping both the legacy he’s building as a leader at work, and the one he’s leaving as a father at home.
It’s a powerful concept–more time to focus on what really matters. We’ve all wished for it at some point, but it’s now becoming a reality for CX leaders. The real question is how they’re using this extra time to make the biggest impact.
Here are the top areas where CX leaders refocusing their efforts:
1. Getting closer to their CX data than ever before
Half of CX leaders are spending their extra time immersing themselves in customer experience data and insights. With a deeper understanding of what’s really happening within their organizations, they’re able to make truly data-driven decisions, creating roadmaps that address gaps, accelerate progress, and better meet the needs of customers.
And it’s working—nearly all of our customers who use Zendesk AI say that they’re able to search for, consolidate, and understand their customer data more easily, no matter where it’s stored.
2. Growing their AI capabilities for greater impact
With such impressive gains so early on, CX leaders are doubling down on their AI tools. In fact, 92% of customers who use Zendesk AI plan to increase their AI spending in the next year.
On their wish lists? Greater integration of AI across the organization—with the ability for AI (assisted) agents to autonomously solve complex, multi-step requests across systems. Why? To free up even more time for their teams by automating a wider swath of customer questions.
3. Advancing their teams
AI is completely transforming the roles and responsibilities of teams and proper training is needed to ensure a smooth transition. CX leaders understand this—that’s why many are choosing to spend their extra time coaching and mentoring their people.
Even a small investment can pay off. As teams become more proficient in AI tools, they get more value from them. These efficiency gains quickly add up, freeing resources to be reinvested elsewhere in the business.
4. Accelerating their careers
AI isn’t just about streamlining the operations of teams—being able to use it effectively is a highly-valued and in-demand skill. Backed by AI-powered insights, these leaders can make more strategic decisions, boost their impact across the organization, and position themselves at the forefront of transformation and change.
Whether they’re advancing with their current companies or finding new opportunities elsewhere, 91% of CX leaders say they’re more marketable now because of AI.
Time back for what matters most
AI is benefiting all levels of the CX organization for our customers, but if you’re a leader, it’s providing a valuable opportunity to invest more time into your business, your team, and yourself. With the time saved by AI, you can figure out what’s working—or isn’t; make more impactful, data-driven decisions; nurture and grow the careers of your people; focus on your personal goals; and craft customer experiences that really set you apart.
The possibilities are endless and how you spend that time is ultimately up to you. Time to roll up your sleeves and get started.
