The State of Service Report, Fifth Edition
See why more service leaders than ever before are using AI. Hear from over 8,000 service leaders in the fifth edition “State of Service” report.
See how trends like AI are shaping the future of customer service. Read our report to learn how:
- Service organisations can thrive in a digital-first environment
- More companies are employing self-service strategies, lowering case numbers
- Customer service strategies are changing to meet real-time field service needs with automation
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Automation and AI empower agents.
As customer expectations soar, service organisations are increasingly turning to technologies like AI and automation to streamline processes and improve efficiency, allowing agents to focus on providing tailored engagement.
Service teams are turning to automation and AI in pursuit of efficiency.
Service organisations report use of artificial intelligence and automation. Data is filterable by industry and country.
Digital channels expand to meet customer expectations.
Customers use an average of nine touchpoints to engage with companies, and 60% of those interactions take place online. Service organisations are embracing the digital-first mandate by adopting an increasing number of digital channels.
Service is increasingly provided over digital channels.
Service organisations report use of artificial intelligence and automation. Data is filterable by industry and country.
A shared customer view is the heart of service.
Service is at the heart of the overall customer engagement, but requires visibility across the customer journey in order to deliver empathic, personalised experiences.
A shared customer view across departments is now the norm.
Service organisations report shared use of CRM systems with other departments. Data is filterable by industry and country.
More Resources
WEBINAR
How to Scale Service with Generative AI and Einstein GPT
REPORT
Power Your Frontline with Field Service Management
