Current CX trends and AI insights for the customer service of the future
Trends in customer experience are more critical than ever when it comes to a company’s long-term success. Businesses that want to truly win over their customers need to understand what they genuinely expect—and how modern technologies like generative AI (GenAI) can help deliver. This free e-book from ServiceNow provides well-founded insights based on an international study of over 6,000 participants across nine countries, including customers, service employees, and CX leaders.
Research-based insights: Rethinking customer experience
Customer service is at a turning point. Standard solutions are no longer enough to meet rising expectations. The survey results on customer experience trends highlight key challenges and offer concrete strategies for improving service processes—with a particular focus on the use of artificial intelligence and GenAI.
Key takeaways include:
- What customers really expect: Self-service alone often doesn’t cut it. Many companies underestimate how much real interaction and personal support are valued—even in digital channels.
- What everyday work in customer service looks like: Overloaded staff, tool overload, and lack of integration hinder efficient service. The e-book outlines how modern platform solutions can help.
- Where AI adds real value: Business leaders share how they’re already leveraging AI to reduce costs and increase customer satisfaction.
- B2B vs. B2C, generations, regions: Get differentiated insights into customer expectations across demographics and global markets.
Trends in customer experience: A must-read for decision-makers
The trends in customer experience e-book doesn’t just show where we stand today—it also provides clear recommendations for shaping tomorrow’s CX strategies. This makes it a valuable tool for decision-makers aiming to improve service quality sustainably. Discover how to future-proof your customer experience and download the free e-book now!
