When I was attending the BMC course at Mars Discovery District one in my cohort referred to The Mom Test. This book on customer discovery by Rob Fitzpatrick asks entrepreneurs to doggedly pursue the truth. Even if it says your idea sucks. If you are concerned about feelings and a fragile ego, talk to your Mom.
Kate Leggett, VP and Principal Analyst Forrester, has been looking at AI, Customer service, CRM and related areas for a long time. In her recent post she underlines 3 customer service mega trends. According to Kate, as AI eats predictable and repetitive jobs, SuperAgents will appear as Customer service becomes high touch. They will handle critical customer interactions that require deep subject matter knowledge or product ecosystem expertise.