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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