Customer Service Trends 2024
Discover how to double-down on efficiency, refocus on retention, and unlock revenue by delivering better customer service. Harness the power of AI and get ahead of the competition — in 2024 and beyond.
Cutting-edge research
8 expert contributors
7 data-driven predictions
21+ tangible takeaways
What you’ll find inside
Insights from industry influencers and in-house experts — bringing you the most up-to-date guidance on how to level up your support in 2024.
7 data-led predictions on the future of customer service: including the game-changing effects of gen AI and how agents’ roles are developing.
Stats and figures from Ultimate’s survey of 100+ Directors, VPs, and biz leaders (and analysis from global customer-centric brands).
Actionable takeaways tailored to each trend to help you make data-driven changes to your customer support in 2024.
Featuring insights from leading CX voices:
Kel Kurekgi
Senior Global Customer Experience Manager,
Zapier
Naomi Rankin
Global Customer
Care Manager, Lush
Nikola Mrkšić
CEO & Co-founder, PolyAI
Madison Hoffman
Director of Self Service, Automation & Chatbot,
Zendesk
Mervi Sepp Rei
Head of Data &
Machine Learning, Klaus
Björn Bauer
Director Solutions
Consulting DACH, Zendesk
Natasha
Ratanshi-Stein
CEO & Founder, Surfboard
Danielle DeLozier
Director of Guest Relations, HomeToGo
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Deep dive into the top 7 customer service trends to watch out for in 2024, including:
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Customer service becomes the voice and vision of your brand
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AI innovation hits inflection point, fast-tracking global business growth
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The hybrid approach to support automation unlocks its full potential
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Agent experience takes center stage as providers build with them in mind