Insights from over 5,500 customer service professionals worldwide on support in the AI era.
Customer service is undergoing a major transformation as expectations for fast, personalized support continue to rise. Leading organizations are using AI, automation, and self-service tools to improve speed and quality while empowering agents to focus on high-value interactions. The result is more efficient operations and stronger customer loyalty in an increasingly competitive market.
With service teams now expected to drive revenue, collaboration with sales and marketing has never been more critical. High-performing organizations are breaking down data silos and using shared CRM systems to deliver connected, consistent customer experiences. As AI capabilities evolve, trust, integration, and the human touch remain essential to lasting success.