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Emerging trends in Customer Support that CX Leaders need to prioritise in 2024

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Generative AI has dramatically shifted the customer service landscape. What began as mass experimentation is rapidly progressing to mass adoption. In fact, by 2025, Gartner predicts that 80% of customer service organizations will be applying generative AI in some form to improve agent and customer experiences. It’s no longer a trend, it’s a priority.  


Whether it’s productivity gains or boosting CSAT scores via self-service bots, generative AI is poised to change the face of customer service in 2024. To help you prepare, we’ve outlined the key priorities and strategies that customer service leaders like you can start implementing today to stay ahead of the curve in 2024 and beyond. 


What you’ll learn:

  • Focus areas to drive personalized customer engagement and boost CSAT 
  • Strategies to improve agent productivity with AI copilot and a unified workspace
  • How to embrace omnichannel engagement to meet the expectations of digital-first customers
  • Leveraging AI-powered insights to maximize opportunities to enhance operational efficiency  
  • Actionable guidance from leading customer service leaders seeing real success with AI


William J.Lynch Clipped

William J.Lynch

Freshworks Lead AE - Enterprise | UKI

William is a Lead AE for the Enterprise UK and Ireland team at Freshworks.         

Hailing from a digital advertising and marketing background, William pivoted to CX back in 2017, thus giving credence to the adage that "CX is the new marketing".  With more than seven years of experience in CX, William has been helping customers unlock value from CX solutions throughout his career in Oracle's CX team, Zendesk and now Freshworks. 

He is passionate about helping customers meet and exceed their CX objectives in a time of digital disruption and skyrocketing customer expectations. 

During his CX career, he has helped many companies to easily and effectively interact with their customers at every stage of increasingly non-linear customer journeys, to gain and retain customers and to realise companies CX objectives 

William can be your expert guide on empowering you with a full 360-degree view of your customer, giving you personalisation at scale. 

He can advise you on how to leverage Freshwork's effective, intuitive and innovative CX technology. Freshworks CSS will give you peace of mind, knowing that you have a proven, comprehensive and cutting-edge CX solution to out-innovate your competitors, reduce costs and increase CSAT scores, ultimately driving more revenue. 

Anand elangovan clipped

Anand Elangovan

Freshworks Lead Solutions Engineer

Anand is a Lead Solution Engineer at Freshworks, a leading provider of cloud-based customer engagement software. He has over 10 years of experience in consulting and solution designing, with a focus on AI and automation for customer experience.

He leads the pre-sales initiatives for the UK and Ireland region, advising clients on how to leverage Freshworks' products and services to achieve their business goals. He also works closely with the product and engineering teams to provide feedback and insights from the market and customers. He is passionate about chatbots and automation, and how they can improve customer satisfaction and retention.

Anand is a certified AI and communication professional, having completed courses from Coursera and CISL. He is also well-versed in agile methodologies, scrum, and databases. He is an avid reader and a patient listener, who thrives to push boundaries and deliver high-impact solutions. He is always eager to learn new skills and technologies, and to share his knowledge and expertise with others.

Gerry brown Clipped

Gerry Brown

Customer Lifeguard Chief Customer Officer

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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