By 2027, 60% of organizations will adopt composable thinking in their customer experience strategy, enabling cross-functional teams to respond to changing customer needs.
By 2025, 50% of customer service agents will have full control over their shifts and break times, up from less than 5% in 2021.
By 2027, 45% of agent-assisted interactions will use real-time analytics to improve business and customer outcomes.
By 2025, customer service organizations that use AI-enabled knowledge automation will achieve 90% first contact resolution, up from 50% in 2021.
How to adopt composable thinking in your customer experience strategy
How to use real-time analytics to improve business and customer outcomes
How to empower employees by adding greater flexibility to when and how they work
How to use knowledge management as a core AI-driven customer service application that optimizes the continuous collection and active application of trusted knowledge