.png){kind=logo}
The enterprise software support landscape is in evolution overdrive as automation, AI and cloud solutions reshape how organizations enable their partners and serve customers. Admittedly, companies face increasing pressure to modernize support delivery models, optimize onboarding speed and create predictable revenue streams from support services. Hence, flexible self-service capabilities and scalable partner enablement platforms have since become decisive factors in meeting these needs while driving operational excellence and customer satisfaction.
Disha Bhardwaj, a Senior Manager of Global Product Support and Partner Solutions and an IEEE Senior Member, has been at the forefront of redefining enterprise support transformation. Her current work focuses on building next-generation partner and customer enablement and self-servicing capabilities that streamline and accelerate access and product provisioning and enhance scalability across a global enterprise software ecosystem. These initiatives are designed to drive faster onboarding and sustainable growth ultimately reflecting the broader industry shift towards automation and AI-driven support innovation. Together, these internal advances echo the larger external forces reshaping the support ecosystem.
The global Customer Experience Management (CEM) market valuation was $16.84 billion in 2025 and is projected to grow to $69.93 billion by 2035, with a 15.3% CAGR, driven by AI-powered chatbots, predictive analytics and rapidly expanding e-commerce demanding personalized customer support solutions. With 79% of enterprises worldwide use cloud infrastructures to deploy their Customer Experience Management systems because cloud adoption serves as a crucial element for these organizations. The system provides three essential capabilities which enable organizations to handle problems more efficiently while meeting customer service demands through multiple contact channels and linking their customer relationship management systems. North America leads the market with a 46.5% share anticipated by 2035, while the Asia-Pacific region shows the highest growth rate due to a surging digital adoption in retail and banking.
Customer Experience (CX) becomes increasingly important because 61% of consumers will pay at least 5% more for better customer experiences, which demonstrates how CX investments create pricing power and customer loyalty. According to projections, 80% of customer service organizations will implement generative AI technologies by 2025, which will enable them to improve both agent productivity and customer interaction standards.
Under Bhardwaj’s leadership, enterprise-scale deployments of AI-powered omnichannel support workflows have driven a 20% increase in case resolution rates, a 25% reduction in average ticket handling times and a 15% uplift in customer satisfaction scores. These innovations reflect and propel broader market shifts toward AI-enabled customer experience personalization and efficiency. In this sense, the organization’s operating model becomes a living demonstration of how high-growth market opportunities translate into tangible enterprise solutions. “AI and cloud have transformed customer experience: speed and personalization make all the difference,” says Bhardwaj.
In 2025, 73.2% of companies increased automation investments, yet 61.3% report underutilized tools due to fragmented adoption. Cost savings top automation benefits, with 36.6% achieving at least 25% reductions. Meanwhile, IT support automation featuring AI ticket routing, predictive analytics and self-healing networks is reducing downtime and improving workflow efficiency across industries. The global business process automation market projects growth from $116.16 billion in 2025 to $154.13 billion by 2030 at a CAGR of 5.8%, propelled by AI-enhanced workflows optimizing service delivery and customer experience.
Bhardwaj’s pioneering contributions to Product Support and Self-Serviceability initiatives within a large-scale enterprise environment integrated AI-driven workflow automations that halved provisioning and escalation times while enabling partner autonomy. This resulted in a 50% reduction in provisioning delays and generated over $300k in partner service revenue, contributing to expanded global support capacity and elevated customer satisfaction. This illustrates how automation is a cost saver and, better yet, a direct enabler of scalable enterprise support. “Automation frees teams to focus on problems rather than processes,” observes Bhardwaj.
The Enterprise Service Management (ESM) market was valued at $10.5 billion in 2024, growing at an 18% CAGR as enterprises adopt unified digital service delivery spanning IT, HR and customer support. North America holds nearly 40% market share, with Europe and Asia-Pacific growing at 15% and 22%, driven by cloud adoption and hybrid work models. Cloud ESM solutions are expected to capture 65% market share by 2025 as over half of enterprises integrate AI and automation into service workflows.
Under the guidance of Disha Bhardwaj, a global partner ecosystem comprising over 750 partners was unified through an IdP solution, eliminating fragmented identity management. AI-powered workflows streamlined onboarding and provisioning processes, reducing time to availability from six weeks to under one week and enabling rapid scaling of service operations. This launch demonstrates how unified identity and service management, supported by cloud and automation, can deliver scalable, high-quality support experiences. Taken together, these moves show how ESM shifts from being an internal IT framework to becoming a critical driver of customer-facing support. “Unified service management is the key to scaling modern enterprises,” opines Bhardwaj.
AI workplace technologies are projected to drive $4.4 trillion in productivity gains, thus transforming knowledge work, including enterprise support with automation and augmented intelligence. More than 90% of big enterprises prioritize hyperautomation strategies, deploying AI-enabled robotic process automation and machine learning to improve customer service outcomes. As per market anticipation, the global Business Process Automation Market will hit approximately $15.3 billion in 2025, with a strong CAGR of 11.7% from 2025 to 2032. This growth is driven by increasing adoption of AI, machine learning, cloud computing and integration of real-time analytics tools that enable smarter, more adaptable workflows.
Bhardwaj led the deployment of AI-driven provisioning and intelligent escalation workflows across a complex enterprise support environment, halving time-to-value and accelerating case resolution velocity. This innovation empowered global partners and customers to self-serve, enabling a scalable support model capable of managing increasing demand while maintaining high service quality. With these practices, the organization demonstrates how enterprises can capture the projected productivity gains identified at the market level. “AI powers smarter, faster and more scalable support,” notes Bhardwaj.
While AI, automation and cloud technologies keep on reshaping enterprise support globally, the market for scalable, intelligent customer experience solutions is on an upward expansion trajectory. Industry forecasts predict sustained growth driven by hyperautomation and AI-powered operational efficiency, highlighting the urgent need for innovative, future-ready support models.
The current business support system for modern companies demonstrates existing business development through its implementation which Senior Manager Disha Bhardwaj directs as its strategic manager. Bhardwaj’s recent scholarly work, including her co-authored publication “Strategic Investment in CX Infrastructure: A Capital Deployment Framework for Growth-Stage Tech Companies” alongside her editorial role at the SARC Journals, underline her efforts to establish herself as a leading expert about technology and customer experience and operational efficiency.
The combination of research-based knowledge and actual implementation enables organizations that use these models to provide uninterrupted and expandable customer support services that meet the needs of fast-changing customer interaction environments. The complete implementation of market pressure requirements which need expandable AI-based assistance systems begins with a path that ends in a system which combines new ideas with leadership and systematic management. “Research and innovation together create future-ready solutions,” remarks Bhardwaj.
