The importance of customer service cannot be overstated. It is one of the most powerful capabilities available to organizations to help them drive purchases, encourage loyalty, and shape brand perception by connecting directly with customer sentiment. Its success is measured in part by how well it fulfills consumer expectations – and those expectations are changing. How can organizations better meet the needs of customers, while also empowering dissatisfied customer service agents, and delivering top- and bottom-line benefits?

Unleashing the value of customer service, a new report from the Capgemini Research Institute, provides organizations with a road map toward revolutionizing customer service by embracing the powerful capabilities of generative and agentic AI. The report provides crucial insights on the current and future trends in customer service, based on findings from a global, cross-sector survey of around 9,500 consumers and 500 agents and supervisors, as well as 1,000 executives.

Download the report to learn about the key issues and opportunities that can drive transformation in customer service, including:

• Elevating customer service from a support function to a strategic value driver: With 65% of executives saying their organizations face low operational efficiencies in the customer service function, and only 16% of surveyed agents reporting overall satisfaction with their roles, there is a clear need to transform the customer service function, and recognize its strategic role in driving brand perception, loyalty, retention – and revenue.
• Gen AI and agentic AI are a game changer for transformation: 70% of customer service agents report a reduction in overall workload through using the technology, while 24% of organizations report reduced operating costs, and 31% report faster response times. These benefits are expected to grow as organizations recognize the burgeoning strategic importance of customer service, and the role that Gen AI and agentic AI can play in improving customer satisfaction, agent experience, and operational efficiency.

As Gen AI advances from copilots to reasoning AI agents, it unlocks unprecedented opportunities to elevate customer service, by autonomously handling routine tasks, and enabling human agents to transition from support roles to specialized positions focused on enhancing customer experiences. However, it is important to note that this is not merely a technological revolution; it is an organizational shift that demands a complete redesign of customer service from the ground up.

To learn more about the current and upcoming trends in customer service, including evolving customer expectations, and the role of AI in unlocking the commercial potential of customer services, download the Unleashing the value of customer service report today.