Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

5 Priorities for Customer Service Leaders to Win in 2024: Proven strategies to realize the potential of AI-powered support

Mukesh Mirchandani  (SVP - Global Solution Engineering, Freshworks)

Location: Solution Spotlight Theater 2 Booth: 2135

Date: Wednesday, March 27

Time: 1:20 pm - 1:40 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass, Expo Plus Orlando, Half-Day Training - Get your pass now!

Session Type: Enterprise Connect Theater

Vault Recording: TBD


Generative AI is revolutionizing customer service, shifting from experimentation to widespread adoption. By 2025, Gartner expects 80% of service organizations to integrate it. This shift is crucial for enhancing both agent and customer experiences, making it a top priority. From productivity enhancements to self-service bots, generative AI will reshape customer service in 2024. To prepare, we outline key strategies:

  1. Drive personalized engagement and elevate CSAT.
  2. Enhance agent productivity with AI copilots and unified workspaces.
  3. Embrace omnichannel engagement for digital-first customers.
  4. Utilize AI insights for operational efficiency.
  5. Learn from successful leaders implementing AI in customer service.

Prepare now to stay ahead of the curve in 2024 and beyond.