Customer Experience (CX) Trends First Ed. - Customer service insights in the GenAI era

ServiceNow

In a rapidly evolving business environment, understanding CX trends and overcoming associated challenges has become crucial for organizations. 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.