Service Strength

Customer service is evolving into a cornerstone of corporate strength. These three articles challenge old notions and reveal a single vital idea: service, when treated as a strategic investment, drives resilience.

In ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases, ServiceNow resists the image of AI-led cost-cutting and instead shows how empowering agents with self-service AI allows a flat headcount while key metrics improve.

Similarly, AIA Singapore engages Singapore Airlines Academy to redefine customer experience excellence and future-proof all its staff illustrates how upskilling the workforce becomes a competitive edge, redefining CX as a value proposition rather than a cost.

Then ROI CX Solutions Highlights Financial and Operational Benefits of Outsourced Call Support explores how outsourcing can cut costs and unlock capacity, enabling firms to redeploy internal resources toward growth while still delivering quality service.

All three demonstrate the same principle: customer service, given proper support—through AI, training or partner networks—transforms into a strategic advantage. Investment in service creates not only efficiency, but stronger relationships, agility, and long-term trust. In today’s market, service stands not as an expense, but as the foundation of resilience and growth.