CHALLENGE

Roland Berger wanted to track how the AI in customer service had evolved YoY. 

A year on from their landmark report on AI and customer service, the Roland Berger team wanted to run a rigorous follow-up wave — one that maintained methodology consistency for year-on-year comparison while capturing new realities in a fast-moving space.

SOLUTION

They returned to Potloc to run a second wave of their global B2B survey.

Potloc swiftly surveyed 550 senior decision-makers across 10 countries and 5 industries. Potloc's experts ensured full methodological consistency with Wave 1 to enable reliable year-on-year comparison, while managing sampling complexities end-to-end. AI analysis tools on Poltoc enabled instant segmentation, cross-tabulation, and significance testing, reducing time-to-publish.

RESULTS

Roland Berger published the second edition of their AI & customer service report.

The data confirmed a sharp drop in reported AI adoption, while showing that organizations actively using AI are achieving double-digit improvements across key KPIs: response time, NPS, process efficiency, and operating costs. The report can now support client conversations and continue to position Roland Berger as a strategic authority on customer service and AI across the Americas, Europe, and Asia.