Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028. “The common
A Gartner survey of 497 B2B and B2C customers from December 2022 through February 2023 reveals that only 8% of
A Gartner online survey of 888 customer service reps (CSRs) and support specialists from August 2022 revealed access to legacy
In a Gartner online survey of 283 customer service and support leaders from August-October 2022, 84% of customer service and
According to Gartner, the four pillars driving technology innovation across customer service and support (CSS) organisations are getting connected, process
Gartner predicts that by 2027, chatbots will become the primary customer service channel for roughly a quarter of organisations. “Chatbots
Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they
Insights, user experience and process improvement are three ways artificial intelligence (AI) can benefit customer service organizations. Gartner suggests service
By 2026, 75% of customers who call customer service and support organizations will do so out of loneliness, not because
Sixty-four per cent of customer service and support (CS&S) leaders report “grow the business” is their most critical priority in
Gartner research signals a shift from rep-enablement technologies to increasing focus and investments in understanding customers through analytics
Gartner says rampant rep disengagement could lead to poor customer service experience and economic cost
