“The next year will be an opportunity for customer service leaders to prove their CX  relevance, reframe their omnichannel delivery for a new era, and experiment with generation-defining AI.”
 
 

Findings from the report:

  • Customer service as one of the biggest drivers of CX quality and a major contributor to increased customer loyalty and revenue
  • The shift from channel chasing to resolution-focussed customer service
  • Intelligent adoption of generative AI in customer service operations