The 2025 Global Customer Service Industry Report, jointly released by GlobalConnect and an industry research institute, is based on an in-depth survey of 500 multinational enterprises. The report highlights several key trends:
First, AI technology adoption has exceeded 60%, with generative AI usage in customer service growing 120% year-over-year. However, the report also notes that fully automated “unmanned customer service” remains unrealistic, as 90% of enterprises choose to use AI for handling standardized queries (such as order status and password resets), while complex emotional interactions or high-value customer service still rely on human agents.
Second, customer experience (CX) has become a core enterprise KPI. 73% of surveyed companies reported that they have tied Net Promoter Score (NPS) to customer service performance, rather than simply focusing on call duration. Third, the global customer service outsourcing market is accelerating its shift toward a technology-driven model, with hybrid service providers offering AI platforms combined with human operations gaining more favor.
As a co-publisher of the report, GlobalConnect’s customer cases show that enterprises adopting the hybrid model have seen an average 25% increase in customer satisfaction and a 20% reduction in operating costs. The report predicts that by 2027, the global customer service industry will settle into a new normal where AI handles 80% of routine services and humans handle 20% of high-value issues.