BUSINESS SITUATION CUSTOMER SERVICE UNDER PRESSURE The customer service function is at an inflection point. Companies are still struggling to meet customer expectations at a time when those expectations are both increasing and multiplying. Frustrations with customer service continue Regardless of investments made to improve customer experiences, companies are still receiving low Net Promoter Scores (NPS) and frustrating customers with long wait times, unhelpful representatives, 1 redundant requests, and self-service systems that don’t help. Liquid expectations are real and on the rise As digital brands extend their reach, high standards of service are becoming the norm. Customers expect companies to provide best-of-breed experiences, regardless of industry. The battleground for superiority is no longer category dominance, it is customer engagement. The digital–physical blur creates more touchpoints As the real world becomes more digital with wearable devices, smart objects, and augmented experiences, companies are striving to provide integrated and contextually relevant customer service experiences through an expanded network of platforms and devices. Traditional ways of working aren’t working The volume, complexity, and immediacy of customer-to-company interactions is increasing exponentially. The current servicing approach—automation for low-complexity tasks and human intervention for high-touch occasions—isn’t sufficient to service this growth or provide differentiating customer experiences. To meet rising expectations and compete effectively, companies need to find a way to increase the scope, volume, and quality of customer service interactions. 1 Accenture Global Customer Pulse Research (2008–2016) APPLIED CUSTOMER ENGAGEMENT+ REINVENTING SERVICE WITH AI 2