Reinvent how customer service works with AI. Build care into every conversation to scale it.

How can AI reduce service workload while improving resolution speed, consistency, and customer trust? Which workflows should you redesign first? Microsoft’s 2026 Work Trend Index found that organizational factors such as culture, manager support, and talent practices account for 67% of the AI impact reported by AI users, compared with 32% for individual mindset and behavior.

Frontier Customer Service Leaders have a dual role: they use AI to see across service operations and uncover customer friction sooner, while giving agents, supervisors, and service teams the knowledge, context, and workflows AI needs to improve customer outcomes.

In this e-book, you’ll learn how to:

• Understand why some AI initiatives gain momentum while others struggle to expand beyond early pilots in your customer service organization.
• Redesign six service workflows to address challenges such as SLA risk, case triage, escalations, coaching, satisfaction issues, and resolution speed.
• Make knowledge a service asset, govern AI agents within your operating model, and measure service transformation rather than tool adoption.
• Use a practical 90-day plan to test one workflow against measures such as handle time and first-contact resolution.

Discover how Eneco, a sustainable energy provider in Belgium, and Citadele Banka, a bank operating across the Baltics, are reinventing customer service through AI-enabled workflows.

Give your people more time to focus on the customer.

Your role is only one part of the transformation: explore The Frontier Guides for Leadership, Finance, HR, Marketing, Legal, IT and Sales.