Explore global customer experience trends and identify opportunities to deliver faster, more connected, and more efficient service.

Customer expectations continue to rise while service teams face growing pressure to resolve issues quickly, control costs, and deliver a consistent experience across channels.

Based on a global survey of nearly 6,400 customers, customer service agents, and customer experience leaders, this ServiceNow report examines the forces influencing customer satisfaction, brand loyalty, agent productivity, and the adoption of AI in customer service.

Key Findings

The research found that:

• 69% of customers are likely to switch brands following a poor customer service experience.
• 84% are likely to recommend a brand after receiving great customer service.
• 44% of customers say their biggest service challenge is reaching a live agent quickly and efficiently.
• 78% of customer experience leaders view workforce optimization as an important capability for the future.

What You'll Learn

Download the report to explore:

• How customer service influences loyalty and business performance
• Where customers encounter the most friction when seeking support
• Why service agents remain burdened by disconnected teams and systems
• How AI and generative AI can reduce customer effort and improve resolution
• Which service capabilities customer experience leaders are prioritizing

Why This Matters

Improving customer experience takes more than adding another isolated tool. It requires connected data, workflows, teams, and service channels that allow work and context to move across the organization.

AJUVO helps organizations use ServiceNow Customer Service Management (CSM), Retail Service Management (RSM), Retail Operations (RO or Retail Core), and Field Service Management (FSM) along with automation and AI to create more connected service operations to turn customer experience priorities into measurable improvements and business outcomes.