Key insights 

1.     Time to start using the full value of AI and Automation
Despite low adoption across industries, utilizing AI and automation to streamline service operations and improve cost-efficiency are on the top of the investment agendas going forward. To grasp the full business value, there needs to be alignment with strategy and customer needs. 

2.     Self-service continues to rise – but still not in line with customer needs
Self-service is offered by 85% of companies and investments in various self-service solutions are expected to continue during the upcoming year. Still, there is work to be done – data shows there is an overall poor match between available self-service functionalities and customer needs. It is time to think and redo! 

3.     Leverage personalization to drive value
The study showed a disconnect between how services are delivered and service leaders’ understanding of what customers actually value in their interactions with Customer Service. Yet, personalized service has the highest impact on Customer Experience, Employee Experience, and Operational Excellence, implying there is untapped potential to use personalized service to become truly customer centric. 

4.     Elevate the basic channels while preparing for going digital
Despite the apparent customer needs of being offered suitable digital channels, traditional channels are still the most frequently used contact channels. This indicates that service businesses are still in a transition phase between traditional to a pure digital channel strategy.