Today, not everything depends on the best technology; there are other equally important factors.
In the service world, “now” quickly becomes the past. Market leaders aren’t necessarily those with the most expensive technology, but those who best understand where customer expectations are heading.
That’s why today we want to share our perspective on the three trends transforming customer experience (CX) this year.
👉 Agentic AI: from answering to solving
We’re no longer in the era of simple chatbots that only handle frequently asked questions. The current trend is Agentic AI. What does that mean? These are AI agents with the autonomy to carry out tasks, such as processing a refund, changing a service plan, or coordinating a technical visit without human intervention.
This reduces resolution times from hours to seconds, freeing human teams to focus on cases that truly require empathy and critical judgment.
👉 Phygital Support
For service companies (especially ISPs and home services), the line between digital and physical has blurred, and what’s beginning to emerge is the use of tools like augmented reality for technical support.
For example, imagine a customer pointing their phone camera at their router while a technician remotely draws instructions on the customer’s screen in real time.
This eliminates communication errors, reduces unnecessary service visits, and empowers the customer in an almost magical way.
👉 Predictive hyper-personalization
Customers no longer want you to know them; they want you to anticipate them. This requires using data models that detect patterns before a churn occurs. For example, if the system detects that a customer has experienced three micro-outages in one week, the company proactively contacts them with a solution before the customer even notices the problem.
💡 From all this, one conclusion stands out: technology changes, but the goal doesn’t. Despite all these advancements, the underlying trend remains the same—humanizing efficiency. In other words, machines handle speed so people can handle connections.
✅ At Meerkat, we don’t just observe these trends—we’reintegrating them into the DNA of our service. Because the future isn’t something you wait for; it’s something you build.
⚡ Is your company ready for the service of the future? If you’d like to learnhow to implement any of these technologies in your business model, we’re here to advise you—that’s our specialty. Please do not hesitate and contact us.