Poor customer service costs Italy an estimated 378 million hours every year. ServiceNow's recent report, "The CX Shift: Customer Expectations in the AI Era", sheds light on digital workflow management for businesses. The study investigates the potential gap between artificial intelligence and its application in customer service, finding that poor customer service costs each Italian consumer 8.8 hours per year. That is equivalent to more than one workday dedicated to resolving problems such as lengthy wait times, repetitive information, or sluggish systems. The survey discovers that customer issues take an average of three to four days to address, even in businesses geared for speed, such as banking or telecoms. In manufacturing, resolution delays might last nearly a workweek, while in technology, only 18% of issues are fixed within an hour. 58% of Italian consumers say their current customer service is mediocre, poor, or terrible.