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Report ServiceNow Customer Experience (CX) Trends

Customer Experience (CX) Trends

First edition - Customer service insights in the GenAI era

In a rapidly evolving business environment, understanding CX trends and overcoming associated challenges has become crucial for organisations. To gain insights, a comprehensive Customer Experience survey was conducted globally, targeting both the practitioner and the consumer, with the goal to explore the current state of CX, identify emerging trends and highlight key challenges faced by businesses in delivering exceptional customer experiences.

Report Snap Shot

, This report presents insights about:

  • Impact of customer experience on brand loyalty
  • Top expectations and desires of customers and agents
  • Biggest challenges leaders face
  • Role of AI, including generative AI, in customer service - now and in the future

Solution Categories

Customer Experience Software

Customer Experience Software

Customer experience software refers to a digital tool or platform designed to enhance and optimize t...

Customer Satisfaction Software

Customer Satisfaction Software

Customer satisfaction software refers to a type of technology that enables businesses to measure, an...

Customer Communications Management Software

Customer Communications Management Software

Customer Communications Management (CCM) software refers to a technology solution that enables busin...

Customer Support Software

Customer Support Software

Customer Support Software refers to a technology solution used by businesses to manage and improve t...

Customer Engagement Software

Customer Engagement Software

Customer engagement software refers to a suite of tools and technologies designed to enhance the int...