The 2025 Global Customer Service Report, published by Forrester in partnership with GlobalConnect, reveals a paradoxical truth: the more AI we use, the more customers value human empathy. The report surveyed over 10,000 consumers across 15 countries and found that 78% of customers prefer self-service for simple issues, but 85% demand a human agent for complex or emotional interactions.
One of the most striking findings is the 'AI Empathy Gap'. While 70% of companies claim their AI provides empathetic service, only 32% of customers agree. This disconnect is costing businesses. Companies that successfully balance AI efficiency with human warmth see a 20% higher Net Promoter Score (NPS).
The report identifies three key trends for 2025 and beyond. First, 'Predictive Service' is becoming the norm, where AI anticipates problems before the customer calls, reducing inbound volume by up to 25%. Second, the rise of 'Agent Assist' tools that provide real-time information to human agents, making them more knowledgeable and faster. Third, a shift in KPIs from Average Handle Time to Customer Effort Score and Emotional Resolution.
GlobalConnect’s contribution to the report highlights its 'Human-in-the-Loop' AI philosophy. The company’s data shows that by using AI to handle 60% of simple queries, human agents have more time to build rapport on complex calls, resulting in a 15% increase in overall customer loyalty. The report concludes that the winners in 2025 will be those who use AI not to replace people, but to empower them.