Betting big on AI-first: Insights from customer service leaders

North America’s strategy to win the CX game in 2024 and beyond

Rising customer expectations are reshaping the battlefield of customer service. Are CX leaders bolstering their agent-first strategies with advanced AI technologies or pivoting towards an AI-first approach to stay ahead?

We surveyed 200 customer service leaders and industry veterans across 12+ industries in North America at the Customer Contact Week 2024 to gauge their pulse on the role of AI in customer service today. Read the full report to get insights on how North America’s CX trailblazers are driving change to keep up and set the pace for an AI-first world.

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AI adoption on the rise

84.5% of respondents are planning to or are already using AI in their customer service operations.

Drivers for AI adoption

74.7% respondents state increasing efficiency is the top goal for AI adoption, followed by boosting customer satisfaction ( 73.2%) and reducing costs (66.7%).

Barriers in AI implementation

67% of respondents identify integration with existing systems as the biggest challenge.

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