New Research: State of Customer Service

State of Service Research Report

Questions? Call us at 1800 667 638 (AU), 0800 450 064 (NZ).

Get research-based insights on how service teams are transforming in an era of heightened customer demands. Inside the “Second Annual State of Service” report, over 2,600 customer service professionals weighed in to identify the biggest shifts impacting the industry. Key findings include:

68% of service teams say they're leading customer experience initiatives across the business
Service leaders are investing in agent success, empowering their teams with training and autonomy
New KPIs are emerging, showing that service teams are increasingly focused on customer success
Top service teams are 2.2x more likely than underperformers to excel at leveraging artificial intelligence

Download the “Second Annual State of Service” report now for the complete research.

Get the report now.

Please complete all fields.

* First name

Enter your first name

Enter your first name
* Last name

Enter your last name

Enter your last name
* Job title

Enter your title

Enter your title
* Email

Enter a valid email address

Enter a valid email address
* Phone

Enter a valid phone number

Enter a valid phone number
* Company

Enter your company name

Enter your company name
* Employees

Select the number of employees

Select the number of employees
Yes, I would like to receive marketing communications regarding Salesforce products, services, and events. I can unsubscribe at any time.
Please read and agree to Salesforce's privacy statement.
I agree to the Privacy Statement and to the handling of my personal information. In particular, I consent to the transfer of my personal information to other countries, including the United States, for the purpose of hosting and processing the information as set forth in the Privacy Statement. Learn More
I understand that these countries may not have the same data protection laws as the country from which I provide my personal information. For more information, click here.
By registering, you confirm that you agree to the processing of your personal data by Salesforce as described in the Privacy Statement. By registering, you confirm that you agree to the processing of your personal data by Salesforce as described in the Privacy Statement.

I agree to the Event Terms of Service, Privacy Statement and to the handling of my personal information. In particular, I consent to the transfer of my personal information to other countries, including the United States, for the purpose of hosting and processing the information as set forth in the Privacy Statement. Learn More
I understand that these countries may not have the same data protection laws as the country from which I provide my personal information. For more information, click here.
By registering, you confirm that you agree to the Event Terms of Service and to the storing and processing of your personal data by Salesforce as described in the Privacy Statement. By registering, you confirm that you have read and agree to the Event Terms of Service, and that you agree to the processing of your personal data by Salesforce as described in the Privacy Statement.

Download now ›

*By submitting your details to us, we may provide salesforce.com information to you as set out in our Privacy Policy & Security Statement