The disruptive nature of generative AI in business is becoming apparent. We sat down to chat with Prasad Ramakrishnan, chief information officer (CIO) at Freshworks, to understand how he believes generative AI will impact and transform the service management industry. Here’s what he has to share with CIOs on how generative AI can be leveraged to improve employee experience and agent productivity.

There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. It truly takes a village and a good customer experience strategy to get things done effectively. Staying on top of your CX strategy is vital as customer behavior and digital channels of engagement continue to change how business is done. But it’s easy to be overwhelmed even before you get started.

With 92% of consumers expecting to continue to contact customer service at or above pandemic-era rates, we are facing a future where companies that aren’t customer-centric will have a hard time surviving. This is why companies must keep up with customer service trends so that they’re able to cater to these evolving customer needs.

A good customer service strategy can be extremely rewarding in the age of soaring customer expectations. People love to publicly acknowledge when they’ve had a memorable customer service experience. On the other hand, poor customer service can make them forget all the good experiences your company has offered. Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

Call center agents are often asked to do the impossible: Make every customer happy—while struggling with slow tech, increased workloads, stress, and burnout. Thankfully, many in the world of CX are discovering how to spell relief: AI. According to “The New CX Priorities,” a new industry report from Freshworks, CX leaders must treat customer support as a strategic function with far-reaching impact across the organization.

According to Freshdesk’s Future of CX report, the pandemic has forced consumers to adapt to digital channels. While the consumers of 2023 prefer digital-first experiences, they expect service providers to keep up with quality customer service across channels. As companies revisit their customer service strategy, they can take a leaf out of companies that get customer service right.

At Freshworks, we have always built software that delivers value to our customers. It starts with a deep understanding of the day-to-day users of our solutions.

In today’s challenging economic climate, business leaders face a complex challenge: cut costs wherever possible, yet continue to invest in areas that drive long-term sustainable growth and profitability. One easy target for the chopping block is the complex, unwieldy tech stacks full of legacy software, some of which have never been fully implemented. Leaders are scrutinizing those budget items like never before.

If the recent hype around ChatGPT is anything to go by, the world seems to be reaching an inflection point in artificial intelligence (AI) and associated tools. (GPT stands for Generative Pre-trained Transformer, a large language model for generating text using deep learning.)