2025 Consumer Voice Report

The 2025 Consumer Voice Report by ServiceNow highlights the integration of AI and emotional intelligence (EQ) in enhancing customer experiences. It reveals a growing acceptance of AI in customer service, while emphasizing the importance of human interaction in high-stakes scenarios. Key findings include the need for seamless, multichannel support and the critical role of AI in routine tasks. The report also identifies top customer service frustrations in EMEA and provides strategic recommendations for organizations to build stronger customer relationships through a balanced approach of AI and human-led support.

Download 2025 Consumer Voice Report Whitepaper

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