What is the main purpose of this survey report?

To investigate the reality of customer experience (CX) in the AI era, and to reveal the fundamental reasons why customer satisfaction is not improving, as well as the gaps between customers, service providers, and executives.

What specifically does the '3 structural gaps in CX' refer to?

The three gaps are: the mismatch between what customers want and their actual experiences, the gap between the needs of service providers and their working environment, and the mismatch between executives' investment directions and customer values.

How is AI impacting customer experience?

AI is improving speed and efficiency, but customers are also citing a lack of empathy as their biggest complaint, leading to increased expectations for human-like interactions.

AI News NQ Analysis

AI Transforms Customer Service – A Turning Point for Next-Generation CRM Balancing Empathy and Speed; ServiceNow Japan Releases Global CX Survey Report

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AI Summary (NQ-processed)

ServiceNow Japan has released "The CX Shift," a global CX survey report, identifying three structural gaps in customer experience in the AI era: misaligned customer expectations, inadequate service agent environments, and a mismatch between executive investment and customer values, advocating for a balance of efficiency and empathy.

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Frequently Asked Questions

Q: What is the main purpose of this survey report?: A: To investigate the reality of customer experience (CX) in the AI era, and to reveal the fundamental reasons why customer satisfaction is not improving, as well as the gaps between customers, service providers, and executives.
Q: What specifically does the '3 structural gaps in CX' refer to?: A: The three gaps are: the mismatch between what customers want and their actual experiences, the gap between the needs of service providers and their working environment, and the mismatch between executives' investment directions and customer values.
Q: How is AI impacting customer experience?: A: AI is improving speed and efficiency, but customers are also citing a lack of empathy as their biggest complaint, leading to increased expectations for human-like interactions.