The State of Support Services 2024

The State of Support Services 2024

Are you looking for the key marketplace trends and critical capabilities in the technology industry that can help your support services organization thrive in 2024? Look no further. In the “State of Support Services 2024” report, you can gain access to the knowledge you need to steer your organization toward success in an era of transformation. 

Support service leaders seeking to revolutionize their approach will find invaluable insights within these pages. This report equips leaders with the knowledge to navigate business model transformations effectively by dissecting critical capabilities and marketplace trends. Whether you’re looking to disrupt the status quo or enhance your company’s competitive edge, this report is tailored to your needs.

Dive into a comprehensive analysis covering:

  • A retrospective glance at 2023, providing invaluable insights into industry dynamics.
  • Identifying and exploring the top support business challenges plaguing the tech landscape.
  • Cutting-edge research on leveraging AI for predictive and proactive support, paving the way for enhanced customer experiences.
  • Actionable recommendations for 2024, offering strategic guidance to propel your organization forward.

It’s time to embrace change, evaluate capabilities, and carve out a path to success in the technology industry. This blog will explore the following: 

Reflecting on 2023: A Tale of Two Realities in the Tech World

Looking back on the rollercoaster ride that was 2023, it’s clear that you may have been living in two distinct worlds within the tech industry. Like characters in a Dickensian novel, you experienced the best of times and the worst of times, with contrasting forecasts painting a complex picture of the year ahead.

On one hand, 2023 began with ominous predictions from industry giants like Jamie Dimon of JP Morgan Chase, warning of impending storm clouds. Yet, amid the uncertainty, Brian Moynihan of Bank of America offered a glimmer of hope, highlighting the resilience and strength of the consumer market. Despite historic layoffs in the tech sector, US unemployment remained remarkably low, underscoring the dichotomy of economic indicators.

However, amid this backdrop of economic paradoxes, one trend stood out above the rest: artificial intelligence (AI). Throughout 2023, AI dominated conversations and captured the imagination of both industry insiders and the general public. The introduction of ChatGPT in November 2022 sparked widespread curiosity and debate about the implications of AI, machine learning, and large language models.

Bold assertions were made about AI’s potential to revolutionize the tech landscape, with claims that it could eliminate up to 25% of labor in technology companies. Yet, skeptics raised concerns about the reliability of AI models, citing instances of “hallucinations” where generated outputs strayed from accuracy or contextually appropriate information.

At the TSIA Interact conference, every AI case study presentation underscored the importance of robust data and knowledge management strategies. Despite the buzz surrounding AI, many business leaders realized they lacked the foundational elements to fully leverage its capabilities.

Navigating the Challenges: A Closer Look at Support Service Business Hurdles 

Staying ahead of the curve is essential for success in professional support services. Reflecting on the challenges that defined 2023, it’s clear that navigating the complexities of scaling service delivery and harnessing the power of AI presented significant hurdles for organizations across the tech landscape.

Scaling Service Delivery with AI

Picture this: nearly every professional support organization we engaged with in 2023 grappled with the urgent need to scale their support operations. The pressure was on to streamline processes and enhance efficiency, while improving support delivery performance topped the list of business challenges.

However, despite the hype surrounding AI’s potential to revolutionize support delivery, many organizations found themselves facing a daunting reality. While the promise of AI was enticing, ‌implementation proved to be more complex than anticipated. From a lack of knowledge content to ineffective case management technology, numerous roadblocks hindered organizations from fully leveraging AI capabilities.

Informing New Offers with AI

In the era of recurring revenue models, professional support services are not just a necessity but a strategic differentiator. The pressure was on to not only retain customers but also to maximize revenue opportunities through cross-selling and upselling.

Yet, monetizing support offers requires more than just technological prowess. It demands organizational alignment and a commitment to collaboration across product, support, and sales teams. Anchoring service level agreements on resolution times, rather than response times, is crucial for meeting customer expectations and driving growth.

These challenges underscore the importance of adaptability and innovation for support services leaders like you. As you navigate the road ahead, consider how your organization can overcome these hurdles to drive success. Embrace technology, foster collaboration, and prioritize customer-centric strategies to thrive in an era where change is the only constant.

The Power of AI in Support Services

AI has emerged as a central player in the technology industry, sparking debates about its role in shaping our future work dynamics. At the heart of this discussion lies the pivotal question: Will AI augment human capabilities or potentially supplant them altogether?

In a recent webinar, we delved into the depths of AI’s influence in support services, employing the TSIA AI Capabilities Landscape framework to shed light on this complex terrain. Drawing parallels with Hans Moravec’s metaphorical depiction of technological advancement as a flooding landscape, we categorized 20 AI capabilities into four distinct categories:

  • Below the waterline: Common AI capabilities prevalent in the industry.
  • At the waterline: AI capabilities currently undergoing piloting and optimization.
  • Just above the waterline: AI capabilities earmarked for pilot projects in the coming year.
  • Well above the waterline: AI capabilities poised for future implementation within three to five years.

One notable example within the “at the waterline” category is Nokia’s adept utilization of chatbots and generative AI in professional support services, showcasing remarkable impacts such as increased ticket resolutions, faster response times, and decreased support cases.

These capabilities not only offer immediate benefits but also serve as a foundation for future endeavors. By strategically categorizing support tasks into human-exclusive, automatable, and AI-augmentable, organizations can pave the way for enhanced efficiency and service quality.

However, amid the fervor surrounding AI, one crucial aspect often overlooked is the indispensable role of data analytics. Despite the potential of AI, many companies lag behind in cultivating robust data strategies necessary to fully harness its capabilities.

When unraveling predictive and proactive support, there are two distinct groups navigating the AI landscape: the “base campers” and the “mountaineers.” While the former grapples with limited telemetry and data analytics, the latter, comprising a smaller yet elite cohort, leverages rich data resources to ascend higher and explore predictive and prescriptive realms.

But fear not—the TSIA portal stands ready to guide you through this journey. Armed with a treasure trove of industry insights and validated best practices, you can gain access to a roadmap for those aspiring to transition from base campers to mountaineers in the realm of AI-powered support services.

So, whether you’re just dipping your toes into AI waters or aiming to scale new heights, we invite you to join our research journey, subscribe to our portal, and navigate the evolving landscape of AI in support services to chart a course toward unparalleled success.

For a deeper dive into our findings and recommendations, access the full report on our portal. 

TLDR: The State of Support Services 2024

Discover the latest trends and critical capabilities shaping the tech industry’s support services landscape in 2024. Our report offers insights to revolutionize your approach, focusing on navigating business model transformations and leveraging AI for predictive support. Learn from a retrospective look at 2023, explore top support business challenges, and delve into the power of AI. From scaling service delivery with AI to informing new offers and understanding AI’s role, this report equips leaders with actionable recommendations to thrive in an ever-changing tech environment. Embrace change, evaluate capabilities, and propel your organization forward with strategic guidance tailored to your needs.

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