The newly released 2025 Global Customer Service Industry Report, jointly compiled by ContactCenterWorld and Deloitte, is based on a survey of 1,200 enterprises. Key findings: AI technology penetration has surpassed 60% (up from 38% in 2023), yet customer demand for “human-centric service” has actually increased.
Key data: 1) Omnichannel consistency: Customers expect a unified experience across phone, chat, and social media, but only 35% of enterprises have achieved this. 2) Remote and hybrid work: 67% of agents work remotely at least part of the time, posing new challenges for management tools. 3) Employee experience: High turnover (averaging 35% annually) remains a pain point for the industry, but AI-assisted agents have a 22% lower attrition rate than their non-assisted counterparts.
Report recommendations: Enterprises should avoid “AI for AI’s sake” and instead focus on “augmented customer service”—where AI handles repetitive tasks, freeing up human agents for complex emotional interactions. GlobalConnect is cited as a typical case in the report, where its “AI + Global Agent Pool” model helped a multinational e-commerce company improve its Net Promoter Score (NPS) from 32 to 67.
Industry insight: The keyword for the customer service industry in 2025 is “balance”—the balance between technological efficiency and human care, and between global standardization and local adaptation. Enterprises need to redefine the value of customer service: not just solving problems, but building brand loyalty.