A Gartner survey revealed that most millennials (62%) and Gen Z customers (75%) report they would use noncompany guidance (such as a subreddit, Google search or YouTube video) to self-resolve their issues either all or most of the time, even when they have the option of contacting customer service.

Customer service and support leaders are accelerating self-service initiatives to mitigate potential negative impacts of the pandemic, according to Gartner, Inc. More than 40% of customer service and support leaders have experienced increased service contact volumes compared to original 2020 projections due to the COVID-19 pandemic.

Initially service organizations focused on websites for desktop users, shifting to mobile app experiences with the proliferation of smartphones and tablets. Despite significant investment and promotion, most have failed to gain strong customer adoption of their service apps and will increasingly retire mobile app experiences in favor of messaging.

Frost & Sullivan’s recent analysis, Demand for Asset Efficiency Propels the Global Asset Performance Management (APM) Market, finds there is a growing need to monitor, measure, analyze, and manage the failure of assets as a part of digital transformation initiatives.