{"id":24236,"date":"2026-09-21T12:56:40","date_gmt":"2026-09-21T12:56:40","guid":{"rendered":"https:\/\/www.afiniti.com\/?post_type=industry-reports&#038;p=24236"},"modified":"2026-09-22T07:12:05","modified_gmt":"2026-09-22T07:12:05","slug":"modernizing-service-experiences-with-ai-digital","status":"publish","type":"industry-reports","link":"https:\/\/www.afiniti.com\/industry-reports\/modernizing-service-experiences-with-ai-digital\/","title":{"rendered":"Modernizing Service Experiences With AI &#038; Digital"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"24236\" class=\"elementor elementor-24236\" data-elementor-post-type=\"industry-reports\">\n\t\t\t\t<div class=\"elementor-element elementor-element-521cf7b e-flex e-con-boxed e-con e-parent\" data-id=\"521cf7b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-45fa89aa e-con-full e-flex e-con e-child\" data-id=\"45fa89aa\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5bdb1afa elementor-widget elementor-widget-heading\" data-id=\"5bdb1afa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">UNLOCK THE REPORT<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c570f80 elementor-widget elementor-widget-heading\" data-id=\"7c570f80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Modernizing Service Experiences With AI &amp; Digital<\/h1>\t\t\t\t<\/div>\n\t\t\r\n<!-- Javascript -->\r\n\r\n<!-- <script type='text\/javascript'>\r\n  let originalPath = window.location.pathname;\r\n\r\n  function openVideo(videoUrl, deep_link) {\r\n    const overlay = document.getElementById('videoOverlay');\r\n    const iframe = document.getElementById('videoIframe');\r\n    const autoplayUrl = `${videoUrl}`;\r\n    iframe.src = autoplayUrl;\r\n    iframe.allow = \"autoplay\"\r\n    overlay.style.display = 'flex';\r\n    document.body.style.overflow = 'hidden';\r\n\r\n    video_history_push_pop(deep_link);\r\n    \r\n  }\r\n\r\n  function closeVideo() {\r\n    const overlay = document.getElementById('videoOverlay');\r\n    const iframe = document.getElementById('videoIframe');\r\n    iframe.src = '';\r\n    overlay.style.display = 'none';\r\n    document.body.style.overflow = '';\r\n    video_history_push_pop('');\r\n  }\r\n\r\n  function getYouTubeEmbedUrl(url) {\r\n    \/\/ Our regex pattern to look for a youTube ID\r\n    const regExp = \/^.*(youtu.be\\\/|v\\\/|u\\\/\\w\\\/|embed\\\/|watch\\?v=|&v=)([^#&?]*).*\/;\r\n    \/\/Match the url with the regex\r\n    const match = url.match(regExp);\r\n    \/\/Return the result\r\n    const videoId = match && match[2].length === 11 ? match[2] : undefined;\r\n    if (videoId) {\r\n      return 'https:\/\/www.youtube.com\/embed\/' + videoId + '?autoplay=1';\r\n    }\r\n    else {\r\n      return undefined\r\n    }\r\n  };\r\n  function getVimeoEmbedUrl(url) {\r\n    \/\/ Look for a string with 'vimeo', then whatever, then a\r\n    \/\/ forward slash and a group of digits.\r\n    const match = \/vimeo.*\\\/(\\d+)\/i.exec(url);\r\n    \/\/ If the match isn't null (i.e. it matched)\r\n    if (match) {\r\n      \/\/ The grouped\/matched digits from the regex\r\n      return 'https:\/\/player.vimeo.com\/video\/' + match[1] + '?autoplay=1';\r\n    }\r\n    else {\r\n      return undefined;\r\n    }\r\n  };\r\n\r\n  function video_history_push_pop(deep_link) {\r\n    console.log(deep_link);\r\n    if (deep_link != '') {\r\n      const newUrl = \"\/video\/\" + deep_link; \r\n      history.pushState({ video: true }, \"\", newUrl);\r\n    } else {\r\n      history.pushState({}, \"\", originalPath);\r\n    }\r\n  }\r\n<\/script> -->\r\n\t\t<div class=\"elementor-element elementor-element-170024e5 elementor-widget__width-initial report-body-txt elementor-widget elementor-widget-text-editor\" data-id=\"170024e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"PDq2pG_selectionAnchorContainer\" dir=\"auto\" data-start=\"39\" data-end=\"411\">Businesses are investing heavily in AI and self-service, yet 49% of customers still do not see AI actively improving their experience. The study looks at what customers expect from modern service, where familiar efficiency metrics can miss part of the picture, and what happens when interactions move between AI and human support.<\/p><p dir=\"auto\" data-start=\"413\" data-end=\"630\" data-is-last-node=\"\" data-is-only-node=\"\">Afiniti\u2019s contribution explores how AI, people, data, and workflows can work together around the outcome the customer actually needs, using the technology businesses already have.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61d24c8a get-report  customer-centric-service elementor-widget elementor-widget-cta-new\" data-id=\"61d24c8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"cta-new.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t    <div class=\"cta-container\">\r\n      <a class=\"cta-new-wrapper cta-wrapper   theme-dark   \"\r\n         href=\"#\"  target=\"_blank\" >\r\n                  Get The Report        \r\n        \r\n      <div class=\"cta-lottie   label-lottie \" data-lottie=\"https:\/\/www.afiniti.com\/wp-content\/plugins\/design-system-plugin-2026\/widgets\/..\/assets\/lottie\/button-light-single.json\"><\/div>\r\n      <\/a>\r\n    <\/div>\r\n\r\n    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1fc60b28 e-con-full e-flex e-con e-child\" data-id=\"1fc60b28\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5126f904 elementor-widget elementor-widget-image\" data-id=\"5126f904\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"685\" height=\"698\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/09\/detail-beyond-deflection.svg\" class=\"attachment-full size-full wp-image-24240\" alt=\"Detail beyond deflection\" title=\"detail-beyond-deflection\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>UNLOCK THE REPORT Modernizing Service Experiences With AI &amp; Digital Businesses are investing heavily in AI and self-service, yet 49% of customers still do not see AI actively improving their experience. The study looks at what customers expect from modern service, where familiar efficiency metrics can miss part of the picture, and what happens when [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":24241,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"tags":[26],"page-category":[],"class_list":["post-24236","industry-reports","type-industry-reports","status-publish","format-standard","has-post-thumbnail","hentry","tag-isfeatured"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"Download the latest CCW Digital market study on customer expectations, self-service, AI, human support, and what better service should look like in 2026.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"shaban.ahmad@afiniti.com\"\/>\n\t<meta name=\"google-site-verification\" content=\"fvA4_y8pyDh74kjtjStWC6eZTjZGlYp811mfuXRJfEc\" \/>\n\t<meta name=\"keywords\" content=\"isfeatured\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/www.afiniti.com\/industry-reports\/modernizing-service-experiences-with-ai-digital\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO Pro (AIOSEO) 5.0.2\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_US\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Afiniti\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"Modernizing Service Experiences With AI &amp; 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