{"id":29832,"date":"2024-03-25T16:00:21","date_gmt":"2024-03-25T16:00:21","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29832"},"modified":"2024-03-25T18:30:33","modified_gmt":"2024-03-25T18:30:33","slug":"customer-service-trends-tour-2024","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-service-trends-tour-2024\/","title":{"rendered":"Customer service trends on tour: Bringing our 2024 report to life"},"content":{"rendered":"<p>Every year, we survey thousands of customer service professionals to get a pulse on what\u2019s happening in the support space and publish our findings in our annual <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024\"><em>Customer Service Trends Report<\/em><\/a>. And while creating the report is one half of the magic, bringing it to life with the help of our team, customers, and peers is the part I love the most.<\/p>\n<p>For the 2024 edition of our report, we brought the customer service trends on tour. From global webinars to in-person events in Paris, New York, and London, we\u2019ve had a blast unpacking the data and insights and getting our speakers\u2019 and audiences\u2019 takes on what\u2019s happening in the customer service space.<\/p>\n<p>Here\u2019s the rundown of the <em>Customer Service Trends 2024<\/em> tour and the stops we made along the way \u2013 as well as details of where you can catch up on some of the action in case you missed it.<\/p>\n<h2 id=\"discussing-the-future-of-customer-service\">Discussing the future of customer service<\/h2>\n<p>Across all of our webinars and events, we had a ton of insightful, engaging questions and conversations about how customer service is being transformed, and how these changes are being felt in our companies and wider industries.<\/p>\n<p>The CS landscape is evolving so quickly, and we\u2019re all learning as we go. It\u2019s more important than ever for us to be having these conversations, sharing strategies and tactics to set our teams up for success in this new era of AI-powered support, openly discussing what&#8217;s failed and isn&#8217;t working, and paving the way forward together.<\/p>\n<p>Here are some key takeaways from the discussions:<\/p>\n<ul>\n<li><strong>The demand for instant, efficient support is on the rise:<\/strong> AI\u2019s role in customer service is expanding quickly, and now that customers are getting used to super fast responses and resolutions, it\u2019s what they expect. This isn\u2019t going away and AI will be key to meeting customers\u2019 expectations and staying competitive.<\/li>\n<li><strong>Start small and iterate:<\/strong> Taking a phased approach to rolling out AI can help you make a smooth transition to new ways of working. For example, you can initially give AI lower-complexity issues to deal with, monitor its responses to spot any gaps in your knowledge base and optimize your content, and gradually increase its involvement rate in more complex conversations as you go.<\/li>\n<li><strong>AI is there to <em>enhance<\/em>, not <em>replace<\/em> human interactions:<\/strong> \u201cIs AI going to take my job?\u201d has been a top-of-mind question for a lot of support folks since ChatGPT arrived on the scene. The answer is mostly \u201cno.\u201d Support roles are evolving, new roles are being created, and the main parts of support jobs that AI is coming for are the monotonous, repetitive parts. This will free up support teams to focus on more complex tasks and create value in other impactful areas for their businesses.<\/li>\n<li><strong>Tech stacks and metrics need a reboot in an AI-first world:<\/strong> Last-generation tools and old success measures aren\u2019t going to cut it in this new age of customer service. An AI-first approach will require a modern, complete customer service platform with AI at its core \u2013 not added on to the edges.<\/li>\n<\/ul>\n<h2 id=\"worldwide-webinars\">Worldwide webinars<\/h2>\n<p>This year we hosted two webinars, spanning time zones across Europe, North America, and Asia Pacific. These webinars were jam-packed with insightful conversations with customers and viewers about the trends that are resonating most with them, and how they\u2019re navigating the once-in-a-generation shift to a world of AI-powered customer service.<\/p>\n<p>I was thrilled to join the panel of our first 2024 Customer Service Trends webinar and dive into this year\u2019s report with Matt Dale, Founder of <a href=\"https:\/\/moxiecx.com\/\">Moxie CX<\/a>, Allie Talavera, CX Program Manager at <a href=\"https:\/\/www.appfolio.com\/\">AppFolio<\/a>, and Jared Brier, Founder and Co-CEO at <a href=\"https:\/\/www.getakko.com\/\">AKKO<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29840 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby.png\" alt=\"Customer service trends webinar panel: Matt Dale, Founder at Moxie CX, Allie Talavera, CX Program Manager at AppFolio, Jared Brier, Founder &amp; Co-CEO at AKKO, and Bobby Stapleton, Director of Human Support at Intercom. \" width=\"2482\" height=\"920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby.png 2482w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-300x111.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-700x259.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-768x285.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-1536x569.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-2048x759.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-600x222.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Matt-Allie-Jared-and-Bobby-1400x519.png 1400w\" sizes=\"auto, (max-width: 2482px) 100vw, 2482px\" \/><\/p>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/intercom.registration.goldcast.io\/events\/282a053f-8c1d-49c8-977b-88e9395edc9e\" target=\"_blank\" rel=\"noopener\">You can catch up on the recording of my fun conversation with Matt, Allie, and Jared here<\/a><\/p>\n<p>For the second installment of our webinar series, Intercom\u2019s Sales Development Manager Dominic Bower hosted a conversation between our own Director of Customer Support Operations Anthony Lopez and Scott Donnelly, Customer Operations Enablement Manager at <a href=\"https:\/\/www.siteminder.com\/\">SiteMinder<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29841 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic.png\" alt=\"Customer service trends webinar panel: Scott Donnelly, Customer Operations Enablement Manager at SiteMinder, Anthony Lopez, Director of Customer Support Operations at Intercom, and Dominic Bower, Manager, Sales Development at Intercom. \" width=\"1864\" height=\"926\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic.png 1864w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic-300x149.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic-700x348.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic-768x382.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic-1536x763.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic-600x298.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Scott-Anthony-and-Dominic-1400x695.png 1400w\" sizes=\"auto, (max-width: 1864px) 100vw, 1864px\" \/><\/p>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/intercom.registration.goldcast.io\/events\/bde87bd9-df2d-45fd-b0df-aa30c40842af\" target=\"_blank\" rel=\"noopener\">You can catch up on the recording of Anthony and Scott&#8217;s deep dive into the 2024 customer service trends here<\/a><\/p>\n<h2 id=\"full-house-events\">Full-house events<\/h2>\n<p>We hosted three in-person events in New York, London, and Paris to explore the trends and insights we shared in our <em>Customer Service Trends Report for 2024<\/em>.<\/p>\n<p>Just check out these lineups.<\/p>\n<h3>\ud83c\uddec\ud83c\udde7 First stop: London<\/h3>\n<p>Two of our Intercom teammates \u2013 Eric Fitzgerald, Manager of Customer Support, and Peter Dalton, Senior Relationship Manager \u2013 took to the stage in London with Deborah Corless, Director of Customer Experience at <a href=\"https:\/\/www.numan.com\/\">Numan<\/a>, and Nick Hills, Head of Support at <a href=\"https:\/\/www.birdie.care\/\">Birdie<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29834 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-scaled.jpg\" alt=\"\" width=\"1920\" height=\"2560\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-scaled.jpg 1920w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-225x300.jpg 225w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-525x700.jpg 525w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-768x1024.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-1152x1536.jpg 1152w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-1536x2048.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-450x600.jpg 450w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-2-1050x1400.jpg 1050w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29833\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-scaled.jpg\" alt=\"\" width=\"2560\" height=\"1920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-300x225.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-700x525.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-768x576.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-1536x1152.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-2048x1536.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-600x450.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-1-1400x1050.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3>\ud83c\uddfa\ud83c\uddf2 Second stop: New York<\/h3>\n<p>At our next stop in NY, I was joined by Chris Van Heran, Senior Manager of Business Systems Strategy at <a href=\"https:\/\/octane.co\/\">Octane<\/a>, and JT Vega, Director of Product Support at <a href=\"https:\/\/labelbox.com\/\">Labelbox<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29835\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-scaled.jpg\" alt=\"\" width=\"2560\" height=\"1920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-300x225.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-700x525.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-768x576.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-1536x1152.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-2048x1536.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-600x450.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-3-1400x1050.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29837\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-scaled.jpg\" alt=\"\" width=\"2560\" height=\"1920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-300x225.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-700x525.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-768x576.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-1536x1152.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-2048x1536.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-600x450.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-6-1400x1050.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3>\ud83c\uddeb\ud83c\uddf7 Last stop: Paris<\/h3>\n<p>At our final stop of the tour, Intercom\u2019s Senior Manager of Customer Support Franka Martinovic and Customer Success Manager Laurene Gachon sat down with Hilary Lawrence, Customer Support Operations Manager at <a href=\"https:\/\/www.agorapulse.com\/2\/\">Agorapulse<\/a>, Auguste Guerlay, Head of Partnerships at <a href=\"https:\/\/www.onepilot.co\/\/\">Onepilot<\/a>, and Clarisse Mehrain, Customer Care Team Lead at <a href=\"https:\/\/choco.com\/us\">Choco<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29838\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-scaled.jpg\" alt=\"\" width=\"1920\" height=\"2560\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-scaled.jpg 1920w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-225x300.jpg 225w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-525x700.jpg 525w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-768x1024.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-1152x1536.jpg 1152w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-1536x2048.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-450x600.jpg 450w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-7-1050x1400.jpg 1050w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29839\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-scaled.jpg\" alt=\"\" width=\"1920\" height=\"2560\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-scaled.jpg 1920w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-225x300.jpg 225w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-525x700.jpg 525w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-768x1024.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-1152x1536.jpg 1152w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-1536x2048.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-450x600.jpg 450w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-8-1050x1400.jpg 1050w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<h2 id=\"continuing-the-conversation\">Continuing the conversation<\/h2>\n<p>It\u2019s been an awesome time since we published our <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024\"><em>Customer Service Trends Report<\/em><\/a> back in January \u2013 in the best way possible. It\u2019s been a ton of fun getting to unpack all of the trends, data, and insights from this year\u2019s report with so many incredible folks as we figure out how to tackle the immense opportunities ahead together.<\/p>\n<p>To everyone who joined us, whether virtually or in person, thank you. Your engagement, questions, and insights have been true highlights of the 2024 customer service trends tour.<\/p>\n<p>Here&#8217;s to continuing the conversation. Until next time \ud83d\udc4b<\/p>\n<p>(PS: Cannoli work really well as swag, just in case you were wondering.)<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29836\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-scaled.jpg\" alt=\"\" width=\"2560\" height=\"1920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-300x225.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-700x525.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-768x576.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-1536x1152.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-2048x1536.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-600x450.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/CS-trends-live-5-1400x1050.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>From global webinars to in-person events in Paris, New York, and London, we\u2019ve had a blast unpacking the data and insights from our 2024 Customer Service Trends Report and getting our speakers\u2019 and audiences\u2019 takes on what\u2019s happening in the customer service space.<\/p>\n","protected":false},"author":476,"featured_media":29845,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[24567,25301,25302],"coauthors":[24858],"class_list":["post-29832","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-customer-service-trends","tag-customer-service-trends-live","tag-customer-service-trends-tour-2024"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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