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How AI and automation will
radically change service delivery

Think customer service has changed? More massive shifts are coming. From AI-powered, always-on service to highly personalized self-service strategies, we surveyed 750 customer service (CS) leaders to hear how they’ll improve customer service.

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Focus on service that fits the always-on lives of the next generation

When it comes to customer service, digital natives simply expect more. From proactive solutions to first-contact resolutions—and don’t forget seamless self-service—the demands of these up-and-coming demographics call for a consistent, thoughtful approach to CS.

How are CS leaders planning for what’s coming in the next 3–5 years?

Radically personalize service with AI
and automation

Going forward, customers will expect personalized customer service resolutions and offers based on their past and present engagement. Wow them with the experiences only AI customer service can offer.

Customer service strategies, ranked:

Prepare for future challenges by
upskilling now

From seamless collaboration between departments, to infusing customer empathy into every touchpoint, on-point digital skills let CS leaders offer the best of what customers expect with finesse.

Where CS leaders are focusing their up-skilling:

Here’s what leaders need to do to start planning for this pivotal transformation:

Adapting to new customer expectations

Focusing on new quantitative metrics

Optimizing service delivery

And more!

Dive into the details

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