Breakthrough Research: What Future for Customer Service?

The Institute’s latest Breakthrough Research on The Future of Customer Service looks at how the customer experience environment will evolve in the next 10 years and what this means for customers, employees and organisations.

The research examines high impact scenarios which could radically impact customer service, as well as scenarios focusing on the roles of AI and people in customer service. These scenarios provide the framework to think both creatively and practically about the future, highlighting changing customer expectations, opportunities, risks and the critical capabilities organisations will need to adapt and succeed.

The research is especially relevant to service leaders and professionals who are making decisions about technology and AI, developing their people and operating models, or considering how changing customer expectations could affect their organisation.

The research is sponsored by Cabot Financial, IRIS, Nationwide, Rail Delivery Group and UK Power Networks.