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  • Report details
  • 26 Figures
  • 0 Tables
  • Executive Summary
    • Report Conclusions
  • Introduction
    • Research Objectives
  • Research Findings
    • CX Is Impeded by an Excess of Tools and Complexity
    • AI Appears as a Savior for Customer Service
    • Security Is Central to CX Success (and Potential Failure)
    • Skill Shortages and Talent Issues Bedevil CX
  • Conclusion
  • Research Methodology
  • Respondent Demographics
Research Report: The Impact of GenAI on the Evolution of Customer Service and Support Technologies
Research Report
Nov 25, 2024
by Brian McKenna, Emily Marsh, Enterprise Strategy Group Research
Customer service is a hard job, whether in a contact center or in the field or in a store. This industry employs millions around the world but has a notoriously high turnover rate. It follows then that companies and other organizations face an ongoing challenge of recruiting, developing, and retaining customer service employees. Employers need to balance efficiency and empathy, with respect to both employee and customer experience (CX), and they are looking to cutting-edge technologies like generative AI (GenAI) for help.

CX currently experiences a deficit at a business-strategy level compared with business applications such as ERP and SCM. The use of AI and other advanced technologies for customer service is a classic case of combining technology with people and processes to solve problems.

To further assess and understand current customer service and experience strategies and how GenAI is used to support these efforts, TechTarget’s Enterprise Strategy Group surveyed 375 IT and customer service professionals at midmarket and enterprise organizations in North America (US and Canada).
 
Page Count: 24
Table of Contents
  • Executive Summary
    • Report Conclusions
  • Introduction
    • Research Objectives
  • Research Findings
    • CX Is Impeded by an Excess of Tools and Complexity
    • AI Appears as a Savior for Customer Service
    • Security Is Central to CX Success (and Potential Failure)
    • Skill Shortages and Talent Issues Bedevil CX
  • Conclusion
  • Research Methodology
  • Respondent Demographics
Categories
Brian McKenna
Senior Analyst, Business Applications & EMEA Analyst Services Director, Business Applications & Customer Experience
Emily Marsh
Associate Research Director
Enterprise Strategy Group Research
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