This SAP and Oxford Economics study identifies five emerging trends reshaping customer service: AI chatbots, automation, predictive analytics, omnichannel integration, and employee enablement. It stresses using intelligent technologies to deliver faster resolutions and proactive service. CX leaders employing data-driven automation see higher satisfaction and retention. The report emphasizes integrating service with ERP and CRM systems to anticipate needs, personalize experiences, and improve long-term customer relationships.

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