Customer experience trends
Customer service trends in times of generative AI
Survey-based insights into the present and future of customer experience and customer service
What do customers really expect from excellent service today? How do employees and managers experience the challenges of day-to-day customer service? And what role does modern technology play in this — especially AI and generative AI?
ServiceNow, one of the world's leading platforms for enterprise service management with a powerful solution for Customer Service Management, conducted an international study in summer 2023 to examine the status quo and the future of customer experience in the digital age. The focus was on key questions:
- What do customers really expect from excellent service today?
- How do employees and managers experience the daily challenges in customer service?
- And what role do modern technologies such as artificial intelligence (AI) and generative AI (GenAI) play in the transformation of service processes?
The results of this comprehensive survey are now available as an e-book: 6,400 participants from 9 countries, including customers (B2B & B2C), service employees and CX managers from a wide range of industries, provide insights into their experiences, needs, and expectations.
The results provide a deep insight into current trends, expectations, and strategies for the customer experience of the future.
Learn more in the e-book about:
- Facts, figures, international perspectives: Gain insights into the differences between B2B and B2C, generations, regions, and the status quo in your industry.
- What customers really expect and why self-service is often not enough: Recognize where many companies fail and what customers perceive as real added value instead.
- Why your employees are reaching their limits: Understand how process complexity, tool proliferation and a lack of integration jeopardize service quality and how you can take countermeasures.
- Where AI & GenAI really help today: Fact-based insights into which technologies managers are already using and where they see potential to reduce costs and strengthen CX.
- Actionable recommendations for decision-makers: Practical recommendations on how to prepare your CX strategy for the future.
Request your e-book now free of charge
About FROX and ServiceNow
FROX AG
Your expert for Customer Service Management and process automation
FROX is an expert in service management and process automation and, with deep expertise in Customer Service Management. As part of the Noser Group, we have been supporting Swiss companies in the automation and digitalization of IT and business processes for over 25 years — from consulting and implementation to software engineering, operation and support of tailor-made digitalization solutions. FROX is a certified Premier Partner of ServiceNow in Switzerland with a versatile ServiceNow portfolio and as Service Provider ServiceNow Partner of the Year 2024 for the EMEA region.
ServiceNow
Multiple award-winning service management platform
ServiceNow is a cloud-based platform for the digitalization and automation of service processes. It links systems, teams and data on a single interface, enabling efficient customer service workflows, intelligently assigning requests, processing them across channels and automating them where necessary. This reduces the workload for customers, speeds up processing and improves the quality of service processes. With functions such as AI, GenAI and self-service, ServiceNow makes a significant contribution to a better customer experience.