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In 2023, generative AI significantly reshaped the way we think about customer service and brought with it exciting new opportunities and high expectations. But it can be hard to keep pace with the many advancements – let alone predict future tendencies. In close collaboration with customer service thought leader, futurist, and Forbes contributor, Adrian Swinscoe, we have produced the following article to highlight three relevant predictions and help you navigate the challenges ahead.

When you heighten customer satisfaction in your department, you also increase the likelihood that your customers remain loyal to your company, buy more often, and recommend your product to their friends. That is why customer service plays a crucial role in building a company’s reputation. When companies measure customer satisfaction, they gain insight into what customers think about their services and products – and can easily pinpoint areas that need improvement.