What consequences do AI and digitalisation have on customer service?
A barometer to understand their impact.
With the evolution of communication modes, digitalisation and omnicanality, how are customer services organised today?
Have they integrated new technologies and for what benefits?
How can customer service be improved?
Has artificial intelligence been integrated into customer service tools and for what result?
Easyfront Consulting and Axys Consultants questioned managers and customer service players to understand what changes have been brought about by digitalisation and AI.
Survey carried out in February and March 2020 with 120 customer service managers in France :
Catherine Cervoni RP – Catherine – firstname.lastname@example.org
06 26 27 67 07 @CathCervoni
Axys Consultants – Gregory Saccomani – Marketing and Communication Manager – email@example.com –
06 16 28 30 06- @axysconsultants
Easyfront Consulting – Cristina Esteves – Communication Manager –
06 50 29 08 82 – firstname.lastname@example.org