AI and the Future of Customer Service in Media & Entertainment

Uncover trends and gain valuable industry specific insights on the top priorities and greatest concerns service professionals across media and entertainment are currently facing. Discover why many believe that service is the key to enhancing customer experiences, and how they’re using data and AI to deliver for their customers. Read the guide to find out why:

• Investment in digital tools is expected to increase: Almost all industry decision makers and service operations expect an increase in AI investment (91%), data integration (78%), and automation (79%) over the next year.
• Service leaders are looking to strengthen their data foundation: 87% of service operations and decision makers said better access to data from other teams would improve the support they provide.
• AI and customer satisfaction go hand-in-hand: 88% say AI helps better service customers
• Self-service is critical to meeting customer expectations: Nearly 60% of consumers prefer using fewer touchpoints to get information or complete a task. Self-service solutions have the potential to resolve an estimated 58% of customer issues.