Customer experience (CX) can make or break the bottom line. We asked customers and employees about their biggest challenges, and how AI could help.
CUSTOMER EXPERIENCE TRENDS REPORT Insights in the GenAI era Our survey uncovered five surprising customer experience revelations, plus one question on everyone’s mind. What’s GenAI’s role in CX? Access Full Report Read Recap
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Our 2024 Customer Experience Trends report surveyed nearly 6,400 participants. We heard from customers, agents, and leaders across more than nine countries in more than a dozen industries.
Report Highlights
Startling CS trends lead to new opportunities Dive into the Customer Experience Trends report for a range of insights, from challenges leaders face to customer expectations to the adoption of AI in CX. Access Full Report
Customer Concerns
The human touch still matters to customers Customers want agents to respond to requests efficiently and with empathy. Self-service is great, but they also want the human touch. Access Full Report
Agent Challenges
Customer service agents are overburdened Agents are critical for a good CX, but their job has never been harder. They lack the tools, resources, and training to cope with rising case numbers.
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Leader Opportunities
Customer experience leadership is under pressure Leaders are challenged by the need to balance CX, cost reduction, customer and agent needs – plus business requirements. Access Full Report
Impact of AI
AI and GenAI are delivering value in CX Facing resource constraints, customer experience leaders turn to AI and generative AI to enhance service processes. Access Full Report
Future of CX
Next steps in the future of customer experience Customer service agents and leaders agree predictive intelligence and automation improve effectiveness. But opinions differ on the value of AI and GenAI. Access Full Report
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AI Agents serve customer service ServiceNow AI Agents free service reps from repetitive work by learning, reasoning, and taking action autonomously. But you’re always in control. Explore AI Agents
Talk to an expert Elevate your CX and reduce costs with AI, generative AI, workforce optimization, self-service, and more with ServiceNow customer experience solutions.
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