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 service insights in the GenAI era Customer experience (CX) can make or break the bottom line. We asked customers and employees about their biggest challenges and how AI could help.
 Read Report
  Insights to inform a better CX
Trends Summary
Stellar customer service is more important than ever While improvements have been made in customer service, our survey revealed more can be done to reduce customer effort and improve agent productivity.
 Read report
Customer Challenges
Customers feel disconnected and discontented Customers want to feel closer to their brands and have their requests resolved quickly. Self-service is great, but they also desire the human touch.
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.
Leader Challenges
Customer experience leaders are under pressure Leaders find it challenging to balance CX, cost reduction, customer and agent needs and business requirements effectively. 
Value 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.
Future of CX
Next steps in the future of customer experience Customers demand faster, higher-quality service. Leaders seek system intelligence for efficiency and agent performance.
Delivering experiences that count Address customer concerns, agent needs and AI investments to boost satisfaction and innovation.
Put AI to work in customer experience Enhance CX and cut costs with AI, GenAI, self-service and more on ServiceNow's system.
 Explore platform
Talk to an expert Elevate your CX and reduce costs with AI, generative AI, workforce optimisation, self-service and more with ServiceNow customer experience solutions.
 Get Started
Contact Demo