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Research Brief: Mitigating Customer Service Tool Sprawl With AI
Research Brief
Feb 11, 2025
by Mike Leone, Emily Marsh, Bill Lundell, Enterprise Strategy Group Research
The proliferation of customer-centric systems, tools, and applications within businesses is daunting, especially when undermining goals of operational speed, agility, and efficiency. This extends to customer service (CS) operations, which increasingly supports overarching customer experience initiatives. Recent research by Informa TechTarget’s Enterprise Strategy Group explored how organizations harness the power of generative AI (GenAI) to mitigate the potentially negative effects of having distributed and/or siloed CS applications and tools throughout a business.
 
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Table of Contents
  • Abstract
  • Overview
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  • Conclusion
Categories
Mike Leone
Principal Analyst, AI Software and Services
Emily Marsh
Associate Research Director
Bill Lundell
Senior Research Director
Enterprise Strategy Group Research
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