By: Terence Chesire

For too long, customers have been let down by companies with outdated customer service processes. And with increasing demand for great service experiences, companies are being pressured to act now or risk losing profit. Recent industry research indicates that 69 percent of customers say they’re likely to switch brands based on a poor customer experience and 84 percent say they’re likely to recommend a brand based on a great customer experience. Quite simply, a great experience can be the difference between lost and loyal customers. As a result, many leaders are turning to AI and generative AI, recognizing its potential to speed resolution times and reduce friction. A recent EY survey asked 1,200 CEOs if they will invest in GenAI and almost 100 percent said yes.

Tools like AI-powered virtual assistants are paving the way for a new era of customer and agent experiences. Generative AI-powered capabilities like case summarization save agents time while improving the quality of case reports for the most critical hand-offs. Post-call summarization helps encapsulate call transcripts right as a call ends, so agents can wrap up inquiries fast and have more time to manage interactions. However, folding generative AI into the customer service process is proving easier said than done. While a large percentage of leaders have deployed AI, a third of business leaders cite critical roadblocks that hinder future GenAI adoption, including concerns about user acceptance, privacy and security risks, skill shortages, and cost constraints.

To successfully adopt GenAI, CX leaders need to do three things: invest in a single platform, prioritize training and change management, and deploy self-service solutions.

Invest in a Single Platform

For years, business leaders have invested in multiple point solutions, resulting in fragmented processes, siloed systems, and disconnected data. Agents continue to be frustrated with the “swivel chair” problem: constant app switching and wasting time on routine tasks. On the other hand, customers are tired of repeating their inquiries to a never-ending cycle of departments and agents. This complexity creates confusion and slows down case resolution.

Every customer interaction ― whether it’s resolving a banking dispute, tracking a missing package, or filing an insurance claim ― requires coordination across systems and departments. Connecting these disparate systems is critical. Being required to have multiple interactions before a full resolution is achieved is a top frustration for 41 percent of customers.

Siloed, disconnected systems become an even bigger issue when companies begin investing in AI and generative AI, which is why many companies are reevaluating their technology stack. According to Accenture’s 2024 Technology Vision report, 95 percent of executives believe generative AI will compel their organization to modernize their technology architecture.​ Many are turning to trusted platforms.

An integrated platform connecting every system is the first step to achieving business transformation with GenAI, because GenAI is only as powerful as the platform it’s built on. It requires a single and secure data model to ensure enterprise-wide data integrity and governance. A single platform, single data model can deliver frictionless experiences, reduce the cost to serve, and prioritize security, exceeding customer expectations and driving profits.

Prioritizing Training and Change Management

Executives estimate that 40 percent of their employees will need new skills in the next three years due to GenAI implementation. Critical to GenAI implementation is upskilling and reskilling agents for the inevitable changes in their roles. This includes building both soft and technical skills.

Soft skills are foundational to the customer experience. People want to talk to other people, and customers value empathy along with speed and efficiency: 77 percent of customers believe an empathetic agent is an important aspect of a customer service experience.  

CX leaders that don’t think about the human relationship are missing a key piece of the customer service puzzle. This is especially important considering 69 percent of customers prefer live agents over chatbots. Training agents on people skills