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:

A headshot of Kel Kurekgi.

Kel Kurekgi

Senior Global Customer Experience Manager,

A headshot of Naomi Rankin.

Naomi Rankin

Global Customer
Care Manager, Lush

A headshot of Nikola Mrkšić.

Nikola Mrkšić

CEO & Co-founder, PolyAI

A headshot of Madison Hoffman.

Madison Hoffman

Director of Self Service, Automation & Chatbot,

A headshot of Mervi Sepp Rei.

Mervi Sepp Rei

Head of Data &
Machine Learning, Klaus

A headshot of Björn Bauer.

Björn Bauer

Director Solutions
Consulting DACH, Zendesk

A headshot of 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