Case study

Roland Berger and Potloc publish biggest-of-its-kind report on AI & customer service.

Reading time
1 min
Words
Potloc
Published date
June 10, 2025

CLIENT
Consulting Firm

GOAL
Thought Leadership

TOPIC
Technology

CHALLENGE

Roland Berger needed to capture how AI is reshaping customer service globally.

To launch a large-scale global report, the team required a partner who could reach hard-to-source B2B decision-makers and deliver high-quality insights on a compressed timeline.

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SOLUTION

The team chose Potloc to combine B2B reach with simplified insight extraction.

Potloc surveyed 550 senior decision-makers in 10 countries. Potloc’s experts handled survey complexities end-to-end, helping reach niche audiences across the globe and ensuring representativeness and data quality throughout. The platform provided real-time updates on sample progress. Built-in analysis tools helped instantly filter, cross-tabulate, and test significance, leaving more time for report creation.

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RESULTS

Roland Berger published the biggest report to date on AI and customer service.

10 countries and five industries targeted

550 senior decision-makers surveyed

200K employees represented across businesses

15 data quality checks employed

The insights helped shape the firmʼs thought leadership report on current adoption and future potential around AI, including a 4-part framework for businesses transforming their customer service functions. The report can now support client conversations and position Roland Berger as a strategic authority on customer service and AI across the Americas, Europe, and Asia.
« Collaborating with Potloc has been seamless and efficient. Their expertise in conducting these interviews helped us understand changes in customer service organizations, particularly the widespread and positive impact of AI. Potlocʼs platform streamlined our analysis, making it easy to extract value quickly. I highly recommend Potloc for reliable, top-tier research. »
Simone Schatto Director Roland Berger

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