Can IT Finally Save Customer Service?
CIO, Tuesday, October 21st, 2025
Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales experiences - but staffing remains a vital need.
For years, many providers of technology tools and services - and a fair share of industry analysts and consultants - have talked about how effective their offerings can be at enhancing customer service.
And yet, examples abound of poor service for both business and consumer customers: long wait times for support, the inability to get hold of a human agent when automated systems fail, poorly functioning or badly designed websites, inaccurate client contact information or preferences, and unresolved issues because of failures in accountability, to name a few.