Published: 22 July 2024
Internal and external forces are driving service and support leaders to advance their self-service and generative AI strategies. Tech services leaders responsible for customer experience offerings can leverage this research to align their offering roadmap and portfolio to the needs of their buyers.
Buyers of customer experience services are looking for two things from service providers: (1) relevance against industry, domain and process expertise and (2) the ability to leverage technology to orchestrate an ecosystem approach to customer experience.
In a recent survey of customer service and support leaders who were familiar with their enterprise’s generative AI (GenAI) plans, 60% said they feel at least some pressure from other leaders in their enterprise to implement and leverage generative AI in their organization. This pressure is manifesting itself in a demand for virtual assistants that support human agents as a building block to
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