Top 3 Strategic Priorities for Service and Support Leaders

Customer service is at the center of enterprise AI transformation, but the gap between expectation and reality is widening. Organizations are investing heavily in AI, yet few are achieving the promised benefits. This disconnect threatens both financial performance and confidence in the service organization’s ability to successfully leverage the technology.

Pressure to deliver on AI is at an all-time high — only 11 percent of leaders say their GenAI investment has met its primary business objective. The combination of high expectations and low benefit realization is fueled by ad hoc adoption and poor integration, which leaves organizations vulnerable to escalating costs and missed opportunities.

Heads of service and support should move beyond isolated pilots and design an integrated AI strategy that spans the full spectrum of service opportunities. This includes embedding predictive and proactive capabilities into customer journeys and leveraging AI analytics to identify and eliminate root causes of demand. A metrics-based approach combined with investment in data quality and change management will enable sustainable ROI and position service as a leader in enterprise innovation.