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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:
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.
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Gen AI and agentic AI are revolutionizing customer service, enhancing efficiency and customer satisfaction. Discover our key insigh…