1、Customer service on the brinkCourse correct now for future growthAccenture SongAuthorsSean LyonsGlobal Practices Lead,Accenture SongAlex ColcherGlobal Practices Lead Services,Accenture SongErika SimpsonGlobal Service Solution Lead,Accenture SongDawn AndersonSenior Managing Director,Accenture SongJos

2、hua BellinThought Leadership Research Lead,Accenture Song 2Customer service on the brink:Course correct now for future growthContentsService is failing customersHow generative AI can transform customer serviceWhat do customers want?Three actions to power up customer service for growthIntroduction19-

3、2816-1813-156-124-53Customer service on the brink:Course correct now for future growthIt is becoming more work to be a customer.Gen Z,USAIntroductionCustomer service is at a breaking point.People have rarely been more displeased,and the implications for companies are grim.The vast majority(87%)of re

4、spondents in Accentures recent global survey of more than 7,000 customers said that just a single bad customer service experience can completely deter them from a brand.Meanwhile,nearly two-thirds of people were left feeling frustrated or annoyed after at least one recent service interaction.Our res

5、earch reveals why service is failing to satisfy.Companies have prioritized investing in technologies to reduce costs and improve operational efficiency,with little focus on the customer experience.The number of executives who say that their service departments primarily exist to create value for cus

6、tomers has dropped by 60%,since Accentures last customer service report in 2022.1Some solutions are falling short.Fewer than one-fifth of the consumers we surveyed said that technology had significantly improved their customer service experiences.Often,they told us,more technology is making their ex