With the tremendous amount of information available now online, it's easy to get lost in endless lists of Customer Experience (CX) statistics. While one might find lists of dozens — even hundreds — of statistics, it can be overwhelming to sift through them all to find the ones that truly matter to you.
In 2025, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs will continue to face a growing range of challenges.
The world of customer service is constantly evolving, especially given modern technology. With this comes changing consumer expectations. Then, innovation becomes paramount. In 2024, technology, data, and customer-centric strategies converged to shape how organizations approach customer service.
For 2025, IT Service Management (ITSM) is set to evolve significantly with technology-driven advancements.
We have already seen that Artificial Intelligence (AI) — such as ChatGPT — and similar tools have made an impact this year, and we expect that trend to continue in 2025.
With the speed of information, gone are the days where businesses can wait for problems to arise before addressing them. Proactive customer service shifts the focus from reacting to customer issues to anticipating and resolving them before they occur.
With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".
Artificial Intelligence (AI) is making a significant impact across various industries, and IT is no exception. From optimizing operations to enhancing service management, AI in IT is revolutionizing how organizations manage their technology infrastructures.
Contact centers (not to be confused with call centers) are the nucleus of a company's interactions with its customers. With the contact center, a company can answer customer questions, resolve product or service issues, and maintain customer relationships.
An effective customer service workflow process is the backbone of any successful customer support operation.
Knowledge base software is an essential component of an IT team's approach to managing Level 1, 2, and 3 support tickets.
A knowledge base is also the foundation for customer-centric self-serve platforms.
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