McKinsey survey highlights shifts and challenges in customer service
NEW YORK, UNITED STATES — A global survey by consulting firm McKinsey has cast light on the evolving landscape of customer care in 2024, revealing how leaders are tackling the dual challenges of integrating artificial intelligence (AI) and maintaining human interaction.
The survey underscores a significant transformation, with AI-driven solutions becoming increasingly central to customer service strategies amidst striving to meet heightened consumer expectations and commercial objectives.
The transition from traditional, human-led service models to AI-driven solutions marks a significant disruption, with many organizations finding themselves at a crossroads. Despite advancements, digital models often underperform, highlighting the need for a blend of new strategies alongside traditional methods.
The survey points to persistent challenges, including rising call volumes, high employee attrition rates, and talent shortages. These are further compounded by the high standards set by leading technology organizations, which have elevated customer service expectations across the board.
Key findings from the survey include:
- Strategic shift in priorities: Leaders are moving from a singular focus on customer experience to a multidimensional approach that also emphasizes revenue goals and technology transformation. Revenue generation, once a priority for only about 5% of customer care leaders, is now a focus for a third of them.
- Building AI-enabled ecosystems: There’s a concerted effort to create future-ready, AI-enabled ecosystems. Over 80% of respondents are investing in generative AI, with applications ranging from chatbots to agent support.
- Investing in upskilling: Enhancing capabilities through employee upskilling programs and stronger outsourcing relationships is a priority, with two-thirds of leaders highlighting upskilling and reskilling as critical.
Despite the surge in digital adoption, the survey also reveals a strong preference for live phone conversations across all age groups, including 18- to 28-year-old Gen Z consumers.
This preference underscores the importance of a multi-channel service strategy that combines AI’s efficiency with human interaction’s irreplaceable value.
The survey highlights the critical balance between leveraging AI and maintaining the human element in customer care. As organizations navigate these transformative times, delivering personalized, efficient, and empathetic customer service in an increasingly digital world remains the focus.
McKinsey added that companies should “look at their care ecosystems with fresh eyes” and “formulate an independent perspective on the changing expectations of their customers and the role of advanced AI in their organization.”
