When was the last time you experienced customer service that really impressed you? If something comes to mind, what was it about that particular experience that made it stand out? Recently, we had Shep Hyken on our podcast to discuss his 2024 Achieving Customer Amazement report. He shared some numbers that put into perspective how make-or-break providing a standout experience is: 85% of customers would go out of their way to use a company that provides great customer service, even if there's a more convenient option, and nearly a quarter would never use a product or service again if they received only "satisfactory" support. To understand what a remarkable experience really looks like for our customers, we conducted research that found fast response times and streamlined resolutions are not enough anymore; instead, it's about connecting with customers on a deeper level and demonstrating real problem ownership. Taking ownership of problems involves more than just answering a question and resolving the ticket, but also placing as little burden on the customer as possible to solve the issue, proactively engaging the right people and resources to find a meaningful solution, and taking the time to help solve the broader business challenge. To achieve this, organizations can go AI-first to free up time for strategic work, define what remarkable looks like for their customers, break down silos between teams, and be intentional with measuring the customer experience using more meaningful signals than traditional measures.