2024 AI & Customer Service Trends Event Highlights }

2024 AI & Customer Service Trends Event Highlights.

15 February 2024 min Technology

The latest AI trends that are transforming how brands interact with their customers.

Resolution Digital Intercom Event

The Resolution Digital CX team teamed up with our partner, Intercom, to host an exclusive event for Omnicom Media Group Australia (OMGA) clients, spotlighting the latest AI & Customer Service Trends for 2024.

Clients from across the OMG network joined us for a morning of insightful discussions and networking over breakfast, exploring how AI is transforming customer support and experience.

Our CX Director, Sun Kim, covered the current trends of AI in customer experience (CX), its significant impact on making businesses more customer-centric, and how it's shaping key business outcomes. 

Top 5 CX & AI trends: 

1. Customer expectations have soared thanks to AI's ability to speed up and streamline customer experiences. They're no longer willing to settle for poor customer service and want their challenges resolved almost straight away, without delay. 

2. AI usage surged in 2023 and continues to rise. With nearly half of customer support teams utilising AI to their advantage, the rest have an opportunity to catch up quickly. 

3. AI targets the tedious parts of support jobs, paving the way for more exciting human roles. However, there is a gap to bridge between leaders and team members about job evolution. 

4. Outdated tools are limiting support teams. In response, 65% of C-level support executives are exploring new AI-driven technologies to keep up with modern customer service demands. 

5. The criteria for success are evolving in an AI-first landscape, support teams need to rethink how to track and report their metrics and KPIs to gauge their achievements and value accurately.

Download The Intercom Customer Service Trends Report 2024.

Resolution Digital CX Maturity Assesment

Curious about your brand’s positioning on the CX maturity curve?

Take the short CX maturity assessment quiz to see how your CX stacks up against key CX capabilities.

Insights & News

Insights 1.

Protecting your website from AI content scraping

Don't let ChatGPT harm your content and SEO - find out how to protect your website from scraping and unauthorised usage with these simple steps.
Insights 1.

Use Intercom to leverage AI for customer results

There is a lot of hype around AI. It's everything, everywhere all at once. But how can you zero in on something which leverages the power of Large Language Models immediately to improve support for customers?
Insights 1.

Advanced ChatGPT Guide: Boost your results with Priming

Artificial Intelligence (AI) has significantly influenced the way people work, especially marketers. Chatbots such as ChatGPT are becoming essential tools for marketing teams to increase efficiencies.

Stay informed with our latest insights & news

Our Offices

Sydney.

Gadigal Country
Bay 7, 2 Locomotive Street
South Eveleigh, NSW, 2015

Visit your Sydney office

Melbourne.

Wurundjeri Country
Level 6, 650 Chapel Street
South Yarra, VIC, 3141

Visit your Melbourne office

Brisbane.

Turrbal and Jagera Country
200 Adelaide Street
Brisbane City, QLD, 4000

Visit your Brisbane office
l

Contact Us