CS trends as we know them are dead
Hi folks,
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We’ve just launched something very exciting: The 2025 Customer Service Transformation Report.
Every year we conduct a large survey of support professionals across the globe, and release our findings in an annual trends report, highlighting the key changes people are experiencing in the industry.
This year, it’s clear from the survey results that AI has changed every aspect of customer service. We’ve moved beyond trends to complete transformation.
Drawing on the insights of over 2,000 support leaders, managers, and teammates, this transformation report paints a picture of what’s changed, what’s coming next, and how teams can thrive in this new AI-powered era.
Here are some of its most compelling findings, as well as a key takeaway from each of us.
Major AI shifts happening in 2025
1. ) 79% of support teams are planning to invest in AI for customer service in 2025. That’s up from 54% in 2024.
?So why the extra investment? We saw this play out throughout 2024 as more and more teams decided to try an AI agent like Fin . The majority of support folks are no longer in “let’s wait and see” mode. Teams now know that they’re going to fall behind if they don’t catch this wave (no surprise to anyone reading this newsletter!)
2.) 76% of support teams are on the lookout for new platforms, tools, and technologies half the time or more.
The major reasons they're seeking to refresh their tech stack are:
The support tools you use can make or break the customer experience you provide and your team's work environment. Implementing the right tech and using it thoughtfully is the key to success, empowering you to really move the needle on the metrics that matter most to your business.
3.) 82% of respondents say they feel positive about working alongside AI.
This is a great sign that suggests support teams are seeing – and feeling – the benefits of incorporating AI into their workflows.
In addition to improving the everyday aspects of support – like creating extra breathing room and freeing up space for deeper conversations with customers and out-of-the-inbox work – AI is also having positive ripple effects on career progression and role development for support team members.
Our key takeaways from the report
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Ruth O'Brien : What struck me most about the new roles emerging in support is how they're creating entirely new types of expertise that blend customer understanding with deep analytical skills. These are not just existing support roles with new titles – they're specialist positions that require new skill sets and ways of thinking strategically.?
I find this particularly exciting because these new roles open up opportunities for people to explore and lean into their interests. A support team member who loves working with new technology to improve customer experiences can now work in AI deployment and optimization, improving thousands of customer interactions. Someone with a knack for documentation can evolve into a knowledge manager, directly influencing how AI understands and responds to customers. It’s a whole new world filled with potential, which I find inspiring.
The report shows that 60% of teams say their support roles are evolving because of AI, signaling that support is becoming a field where both analytical ability and interpersonal skills are equally valued. This is a great thing because it allows us to truly make use of our team members’ diverse strengths.
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Bobby S. : I’m passionate about helping people progress their support careers, so I’m delighted to see the uptick in how positive people feel about working with AI.
Two years ago, many support folk were feeling uncertain about the future of our industry because it wasn’t clear how AI and humans could work together. Now we have data from thousands of support professionals that shows truly inspiring growth and career development. I particularly like these stats:
On a “human” level, this forward momentum is reassuring. It shows that support teams are moving from being viewed as a cost center to a core value driver for businesses (54% of respondents confirm this), which is a great morale boost for teammates.
We’re eager for you to read the full report, and we’d love to hear what you think about it. If you don’t already, follow us on LinkedIn and drop us a message with your thoughts.
(And hey, while you’re at it, you can subscribe to the LinkedIn version of The Ticket here if you haven’t already.)
Happy reading!
Ruth O'Brien
Senior Director, Automated & Proactive Support
Bobby Stapleton
Senior Director, Human Support
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Specialized in AI Chatbots & AI Call Agents| Automation & API Integration Expert | Virtual Assistance, & Project Management
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