2025 August Market Study: Modernizing Service Experiences With AI & Digital

Customer service teams are not simply talking about the digital and AI revolutions. They are taking meaningful action. They are increasingly embracing digital-first philosophies. They are increasingly directing customers to AI-powered self-service environments. They are increasingly investing in omnichannel technology.
 
These actions have produced incremental improvements in some areas, but they have ultimately failed to drive meaningful transformation. Customers trust in digital channels greatly trails that for in-person and phone environments. Agents, meanwhile, remain inundated by the repetitive, transactional tasks AI was supposed to eliminate.
 
If we want to not only reduce current weaknesses but go “above and beyond” in creating real human connections with customers, we have to right the ship. We have to avoid past pitfalls, uncover new opportunities, and leverage AI and digital to create consistent “wow” moments for customers.

What will it take to get there? The 2025 edition of Modernizing Service Experiences With AI & Digital answers these questions. Topics in this research-driven Market Study include:
 

• The truth about what matters – and doesn’t matter – as brands look to design an “above and beyond” service experience
• The real reason businesses are investing in AI and digital, and what it means for customer trust
• Discrepancies between how brands are balancing AI and human agents, as well as phone and digital engagement, throughout their customer journeys
• Keys to overcoming AI self-service adoption challenges, as well as the risks all brands must mitigate
• Tips for rethinking the agent experience amid AI and digital transformations