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ServiceNow report: AI can enhance customer experience beyond efficiency

By PulseAugur Editorial · [1 sources] ·

A new report from ServiceNow, based on a survey of 34,000 individuals across 18 countries, indicates that companies are overly focused on efficiency in customer service, often at the expense of the human experience. The report, which includes insights from Eric Bensley, vice president of product marketing for CRM at ServiceNow, suggests that AI can be leveraged to improve customer satisfaction by analyzing interactions for empathy and responsiveness. AI tools can also provide real-time context and personalized support to service representatives, enabling them to better understand and address customer needs. AI

IMPACT AI can be used to improve customer service by analyzing interactions for empathy and responsiveness, and by providing personalized support to representatives.

RANK_REASON Article discusses a report and expert opinions on AI's role in customer experience, rather than a new product release or research finding.

Read on Forbes — Innovation →

AI-generated summary · Google Gemini · from 1 sources. How we write summaries →

ServiceNow report: AI can enhance customer experience beyond efficiency

How we ranked this

Signal score
0 / 100
Composite score across the factors below. Higher = stronger signal that this story matters right now.
Newsworthiness bucket
Commentary
Article discusses a report and expert opinions on AI's role in customer experience, rather than a new product release or research finding.
Source corroboration
Single-source cluster
Only one publisher covered this so far. Single-source stories can still rank when the publisher is high-authority, but they lack cross-source corroboration.
Topics
product, opinion
Editorial topic classification. Feeds into how the story surfaces on /topic/<slug> hub pages and into the per-entity coverage mix.
AI-industry relevance
High
Clearly on-topic for AI-industry coverage.
Story freshness
61 days old
Aged out of breaking-news scoring windows; ranking reflects the durable signal from the full source set.

Full methodology in our editorial standards.

COVERAGE [1]

  1. Forbes — Innovation TIER_1 English(EN) · ServiceNow Contributor, ServiceNow ·

    The CX Imperative: 6 Keys To Delivering Great Customer Experience In The AI Era

    The gap between organizational imperatives and customer needs is the leading takeaway from ServiceNow’s new report, The CX Shift.

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