Why C-Level Leaders Must Rethink Quality Assurance in the AI Era Customer Experience (CX) is no longer a support function. It is a growth strategy. According to PwC, 73% of customers say customer experience influences purchasing decisions. Gartner reports that over 80% of companies expect to compete primarily on customer experience rather than product or price. Yet many enterprises invest in Zendesk implementation, automation, and omnichannel engagement — without institutionalizing Customer Service Quality Assurance (QA). The result? Inconsistent customer experiences Hidden compliance risks Revenue leakage from preventable churn Rising cost-to-serve For C-level leaders, the question is no longer “Do...