{"id":6765,"date":"2021-03-10T08:00:00","date_gmt":"2021-03-10T16:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=6765"},"modified":"2021-03-10T08:00:00","modified_gmt":"2021-03-10T16:00:00","slug":"new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/","title":{"rendered":"New Report Shows Huge Rise in AI, Automation as Customer, Employee Expectations Shift"},"content":{"rendered":"\n<p><strong>Quick Take:<\/strong> Global survey analysis of more than 25,000 consumers, business buyers, and professionals finds that customer expectations are growing amid the transition to all-digital experiences. And employees \u2013 who are already stretched thin \u2013 are feeling more pressure to meet demand. In response, many business leaders are turning to AI and workflow automation.<\/p>\n\n\n\n<hr class=\"wp-block-separator\" \/>\n\n\n\n<p>Data from the <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/trends-in-workflow-automation\" target=\"_blank\" rel=\"noreferrer noopener\">Trends in Workflow Automation<\/a> report calls out four key findings shaping the employee-to-customer relationship:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Employees stretched as customer expectations for digital experiences rise<\/h2>\n\n\n\n<p>The pandemic and its aftereffects created urgency to adapt \u2014 nearly overnight \u2014 to a new set of customer needs and habits, accelerating what were once slow digitization transformations. With restrictions on physical interaction and a sudden upheaval to customers\u2019 lifestyles and businesses, the call for digital change has been loud.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>87%<\/strong> of consumers and business buyers expect companies to accelerate digital initiatives due to COVID-19.<\/li><li><strong>67%<\/strong> of consumers and business buyers say COVID-19 has elevated their expectations of companies\u2019 digital capabilities.<\/li><\/ul>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/CustomerDemandforDigitalExperiencesHeightensAmidstPandemic\/COVID-Automation?:language=enu0026amp;:display_count=yu0026amp;publish=yesu0026amp;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Rising customer demands have reached employees already contending with new work environments and personal stressors. For many, work days are longer than they used to be.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>35%<\/strong> of employees working remotely during the pandemic report working later than usual hours.<\/li><li><strong>Four in five<\/strong> executives at companies with at least 10% revenue growth say employee experience is a top objective.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Automation rises as an IT imperative, cutting costs and time<\/h2>\n\n\n\n<p>\u201cCovid created massive pressure to digitize and automate workflows fast to handle the triple threat of overworked employees, changing customer expectations, and brand new processes&#8221; said John Kucera, SVP of Product Management, <a href=\"https:\/\/www.salesforce.com\/products\/platform\/best-practices\/business-process-automation\/\">Automation<\/a>. <\/p>\n\n\n\n<p>\u201cOrganizations turned to low-code workflow automation to automate repetitive tasks, freeing up employees to make human connections with customers and adjust to the changing business needs. This has trained over 100,000 companies how to create intelligent automation fast, so you&#8217;ll see it play an even bigger role to come in the future.\u201d<\/p>\n\n\n\n<p>With employees across the business asked to do more with less, technical leadership has set its sights on workflow automation.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>95%<\/strong> of IT and engineering leaders say their organizations are prioritizing workflow automation.<\/li><li><strong>75%<\/strong> of organizations that have implemented workflow automation see the equivalent of 4+ hours in time savings per 40-hour week. Employees will have more time for strategic work as manual tasks shift from human to machine.<\/li><li><strong>78%<\/strong> of IT and engineering leaders either currently use or plan to use AI as part of their workflow automation initiatives.<\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"45037-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/Image-1-4.png?w=1024\" alt=\"78% of organizations currently use or plan to use AI as part of their workflow automation initiatives\" class=\"wp-image-45037\" \/><\/a><\/figure>\n<div id=\"45037-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/Image-1-4.png?w=1024\" alt=\"78% of organizations currently use or plan to use AI as part of their workflow automation initiatives\" class=\"wp-image-45037\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">Service automation takes off as pressure increases to improve employee and customer experience<\/h2>\n\n\n\n<p>\u201cIf there&#8217;s one thing that 2020 has taught all of us it&#8217;s that the world is now all-digital, and there&#8217;s no going back. Customers are expecting faster if not instant responses to more complicated cases, across more channels than ever before \u2014 adding more headcount can&#8217;t be the only answer&#8221; said Clara Shih, CEO of <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>.<\/p>\n\n\n\n<p>&#8220;Within this environment, Service leaders must look to AI-powered bots, self-service, and modern work orchestration to intelligently route work to the right person with the right skills in order to reduce the burden on their support teams while living up to customers&#8217; expectations.\u201d<\/p>\n\n\n\n<p>AI has become a powerful aid in customer service, working behind the scenes to raise insights and recommendations, populate data, and trigger processes. But there\u2019s room for growth.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Fewer than 50%<\/strong> of service teams currently report using AI, but a majority of service decision makers say they have a fully defined AI plan.<\/li><li><strong>33%<\/strong> of service decision makers report their organizations use AI, representing a 37% increase since 2018.<\/li><li><strong>71%<\/strong> of service decision makers say they\u2019re accelerating automation initiatives.<\/li><\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">&#8220;Customers are expecting faster if not instant responses to more complicated cases, across more channels than ever before \u2014 adding more headcount can&#8217;t be the only answer&#8221;<\/span><\/p><cite>Clara Shih, CEO, Service Cloud<\/cite><\/blockquote>\n\n\n\n<p>Customer service teams are looking to automation for relief from escalating workloads. Time-consuming manual processes, like collecting background information and conducting after case work like follow-up actions, can frustrate both the customer and the employee.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>57%<\/strong> of customers say COVID-19 has raised their standards for customer service.<\/li><li><strong>73%<\/strong> of service professionals say managing case volume has become more challenging.<\/li><li><strong>39%<\/strong> of service organizations use chatbots, representing a 72% increase since 2018.<\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"45038-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/Image-2-4.png?w=1024\" alt=\"83% of consumer goods senior decision makers say they're accelerating automation initiatives, more than other industries.\" class=\"wp-image-45038\" \/><\/a><\/figure>\n<div id=\"45038-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/Image-2-4.png?w=1024\" alt=\"83% of consumer goods senior decision makers say they're accelerating automation initiatives, more than other industries.\" class=\"wp-image-45038\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">AI goes mainstream in sales<\/h2>\n\n\n\n<p>According to sales leaders, AI helps reps better address customer needs. AI has been rapidly growing in the sales realm, helping to improve forecast accuracy and customer insights, but leaders say AI\u2019s most significant impact ties directly back to the customer relationship. Put simply, AI helps sales reps spend more time with each customer and better understand their unique needs.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>33%<\/strong> of sales organizations use AI, which is a 49% increase over 2018 numbers.<\/li><li><strong>52%<\/strong> of customers expect offers from companies to always be personalized.<\/li><li><strong>90%<\/strong> of sales reps say current economic conditions make it important to anticipate customers\u2019 needs.<\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"45039-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/Image-3-1.png?w=1024\" alt=\"49% of sales leaders report growing AI use\" class=\"wp-image-45039\" \/><\/a><\/figure>\n<div id=\"45039-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/Image-3-1.png?w=1024\" alt=\"49% of sales leaders report growing AI use\" class=\"wp-image-45039\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p>\u201cWe saw a new type of buyer emerge in 2020 who is looking for a trusted partner and similar business values before a transaction can even take place. Every interaction needs to be impactful when customers expect fast outcomes and everyone is short on time,\u201d said Taksina Eammano, SVP of Product Management, <a href=\"https:\/\/www.salesforce.com\/products\/sales-cloud\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a>. <\/p>\n\n\n\n<p>\u201cAs sales teams are tasked with getting businesses back to growth, sellers are turning to AI to understand their customer\u2019s needs faster, and in turn, creating stronger partnerships that last beyond a one-time transaction.\u201d<\/p>\n\n\n\n<p>Dive deeper on these insights and more by reading the <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/trends-in-workflow-automation\" target=\"_blank\" rel=\"noreferrer noopener\">Trends in Workflow Automation Report<\/a>.<br><br><em>Note: For this research report, we standardized countries across some of the cited source studies (i.e., the most recent State of Sales, State of the Connected Customer, and State of Service surveys). As a result, numbers published here may differ from those in the original reports.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quick Take: Global survey analysis of more than 25,000 consumers, business buyers, and professionals finds that customer expectations are growing amid the transition to all-digital experiences. And employees \u2013 who are already stretched thin \u2013 are feeling more pressure to meet demand. In response, many business leaders are turning to AI and workflow automation. Data [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":6766,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1214,1099],"sf_theme":[1114,1121,1115],"sf_topic":[1092,1102,1093,1117,1216],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1110],"sf_collection":[],"sf_visibility":[],"coauthors":[1097],"class_list":["post-6765","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-media-resource-event-coverage","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_theme-customer-engagement","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-customer-engagement","sf_topic-digital-transformation","sf_topic-modern-work","sf_topic-the-new-normal","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>New Report Shows Huge Rise in AI, Automation as Customer, Employee Expectations Shift - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Report Shows Huge Rise in AI, Automation as Customer, Employee Expectations Shift\" \/>\n<meta property=\"og:description\" content=\"Quick Take: Global survey analysis of more than 25,000 consumers, business buyers, and professionals finds that customer expectations are growing amid the transition to all-digital experiences. And employees \u2013 who are already stretched thin \u2013 are feeling more pressure to meet demand. In response, many business leaders are turning to AI and workflow automation. Data [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2021-03-10T16:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/TIA-1200x675-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Newsroom\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/#\/schema\/person\/image\/63c15b0fa52f5060d172538a769d2aa0\"}],\"headline\":\"New Report Shows Huge Rise in AI, Automation as Customer, Employee Expectations Shift\",\"datePublished\":\"2021-03-10T16:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/\"},\"wordCount\":946,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/TIA-1200x675-1.png\",\"inLanguage\":\"en-IN\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/\",\"url\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/new-report-shows-huge-rise-in-ai-automation-as-customer-employee-expectations-shift\/\",\"name\":\"New Report Shows Huge Rise in AI, Automation as Customer, Employee Expectations Shift - 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