Forget trends—customer service leaders are looking for smart approaches to support that have staying power.

In this new report, journalists and industry analysts share how leading-edge companies connect with their customers by leveraging the newest technologies and implementing the most updated best practices. You’ll find:

  • Examples of strategic uses of AI technology threaded throughout the customer experience, including virtual customer assistants and the all-important role they play in supporting your human support agents.
  • The breakdown on chatbots, and why 25% of customer service operations will integrate chatbot technology by 2020—up from less than 2% in 2017, according to Gartner.
  • An analysis of why omnichannel, which can be an intimidating word for some, can actually make your customer support more human and approachable.