New generations, AI and technological ethics will transform the job market in the customer experience sector by 2035

The customer experience (CX) labor market will be profoundly transformed by 2035 by automation and the integration of artificial intelligence (AI). Added to this is the entry of Generations Z and Alpha into the labor market, as well as the growing importance of technological ethics and data privacy.

In this context, companies in Romania and around the world will need to keep up with innovation and the implementation of new technologies in order not to be left behind, highlights the CX Roles of the Future 2035 study, published by Foundever, a global leader in customer experience services.

The research reveals that artificial intelligence will redefine interactions with consumers, supporting them in solving problems in real time and personalizing each contact, while new generations will impose values ​​such as diversity, inclusion and mental well-being on the labor market. In addition, companies will need to address major ethical challenges, such as digital manipulation and data protection, to gain consumer trust.

These changes will redefine both the relationships between companies and customers, as well as the way employees work, with an emphasis on collaboration between people and AI. The ability of artificial intelligence to personalize interactions, anticipate needs and provide fast and efficient solutions, combined with the entry of the new “digital” generation into the labor market, will radically transform the customer experience sector. Foundever presents below the main trends in the labor market of the future:

1. Generation Z and Alpha will dominate the job market – Generations between the ages of 20 and 30 in 2035 will create new expectations related to the workplace, such as adherence to values ​​such as diversity, equity and inclusion (DEI), a desire for flexibility and a concern for mental well-being. Companies that embrace these priorities will be seen as market leaders.

2. Consumer autonomy brought by AI – By 2035, artificial intelligence will become an essential tool for increasing the efficiency and personalization of customer services. Chatbots and virtual assistants represent the future of this sector, providing precise answers to simple problems and facilitating consumer autonomy. Companies that adopt these AI tools will be able to anticipate customer needs, increasing customer satisfaction and loyalty.

3. Human empathy in the age of AI – While artificial intelligence can handle everyday tasks and simple requests, the human component will still remain essential. Customer experience agents will have a more specialized role in solving complex problems that require empathy and understanding. In this context, customers will need more assistance due to the emergence of new services, and companies will need to form specialized teams and recruit talent globally. Their ability to work integrated with AI and continue to learn will be crucial for success in this new environment.

“It is very important to combine AI with the human factor to create a unique experience. While it is obvious that the volume of CX will decrease with automation, as simple tasks will be automated, it is clear that organizations will devote more time to complex tasks. In addition, customers will need more help as a result of the emergence of new services,” comments Edmona Popa, Operations Director at Foundever Romania, thus responding to fears related to massive job cuts.

4. Technology Ethics and Data Privacy – The transition to automation of the customer experience will not be without challenges, especially when it comes to data privacy and technology ethics. 79% of experts surveyed in a Pew Research Center study expressed more concern than excitement about future technological developments. Ethical issues such as digital manipulation, disinformation, data mining, and massive data collection through technologies such as deepfakes and facial recognition pose serious challenges.

Brands and companies that prioritize transparency in how they work and protect consumers’ data, while educating them about the benefits of using personal data responsibly, will gain their trust. 5. AI and Omnichannel (integrated interaction across various channels with customers) – The customer experience will become more prevalent than ever in the expanded version across various channels of interaction (omnichannel).

Consumers will want to interact with AI capabilities across multiple platforms and will not be willing to limit themselves to a single channel. Implementing appropriate customer support at every touchpoint will be essential to maintaining long-term loyalty. Serious preparation for these new transformations will be required.

The transition process will require creating flexible work environments, promoting an organizational culture focused on mental well-being, and supporting a diverse and inclusive workforce. Companies that manage to balance technological innovation with a strong focus on human resources will be well positioned to become market leaders. “Artificial intelligence is not the future, it is the present,” emphasizes Rui da Silva, Country Leader of Foundever in Romania.

“Companies, not only in Romania, but around the world, must prepare for a scenario in which consumers will demand increasingly personalized and efficient interactions, which will only be possible with highly specialized teams and through the massive adoption of AI technologies. Those who do not keep up with this pace of innovation will be left behind,” he warns.

The “CX Roles of the Future 2035” study was developed by Foundever in collaboration with ISG. For more information, you can read the full study here and discover the “2035: A New AI-Driven CX Paradigm” research.

About Foundever

Foundever is a global leader in customer experience (CX). With a global team of 170,000 employees, Foundever provides the best customer experience services for over 800 leading global brands, mostly in the technology sector. Foundever offers solutions that ensure innovative customer experiences, supported by unique technologies and expertise, to meet the operational needs of its partners and to deliver a seamless experience at the moments that matter.

Foundever assists its customers in over 9 million conversations daily, conducted in over 60 languages ​​and 45 countries, combining global efficiency and operational scale with a flexible and innovative approach adapted to different cultures. This vision inspired by the company’s founders helps companies across various industries transform their customer experience into a remarkable and unique one.