As artificial intelligence (AI) continues to revolutionize customer service, the delivery of superior experiences is more important than ever. In fact, new research from ServiceNow confirms that customer expectations are higher than ever, and that AI and generative AI are recognized by CX leaders as the two most significant business value drivers across multiple key performance indicators (KPIs).
Service is changing dramatically, however, and customers feel disconnected while agents are feeling overwhelmed. It is clear there is room for improvement.
Based on insights from almost 6,400 customers, agents and leaders across more than nine geographies and more than a dozen industries, Customer Experience Trends explains what makes service great, what is frustrating customers and how your organization should respond.
Download this whitepaper to find out:
- How the customer experience impacts brand loyalty.
- Which expectations and desires are top of mind for customers and agents.
- The biggest challenges that business and CX leaders face as AI revolutionizes service.