RESOURCE CENTRE

The State of Service Report, 6th Edition

Discover cutting edge trends and gain valuable insights from more than 5,500 service professionals. Explore their top priorities and see how they’re innovating in the face of the industry’s greatest challenges.

Uncover key takeaways below.

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The customer journey takes centre stage.

Service professionals have a lot to juggle. Turning service orgs from cost centres to revenue drivers isn’t easy, especially while managing larger and more complex caseloads. It’s a challenge to meet many demands at once while keeping the customer experience at the centre of it all. That’s where AI comes in.

Man using a smart phone to get assistance with his smart home app. Text bubbles featuring the conversation display on either side of the image.

Customer experience is the top priority — and the biggest challenge.

Decision makers rank customer experience as both their number-one priority and challenge.

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AI is disrupting the status quo and delivering results.

The benefits of AI are clear. Over 90% of organisations with AI are cutting costs, boosting productivity, and improving the customer experience. What’s more, the vast majority of service professionals say that the technology will help them better serve customers.

Woman in front of a laptop conversing digitally with a service agent. Service agent photo and conversation features in the upper left. Einstein suggestions feature in the bottom right.

AI + data are fueling next-level customer experiences.

AI is proving its value across a variety of use cases in service, ranging from customer-facing intelligent assistants to automated summaries and reports to knowledge base articles.

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AI unlocks scale at a critical moment.

Budgets and headcounts are on the rise, but so are caseloads. Many service leaders are looking to AI to balance the need for efficiency with the challenge of meeting ever-increasing customer expectations.

Male service agent wearing a headset messaging via chat with a customer. Customer conversation and Einstein recommendations feature around the main photo.

Service organisations pursue AI as case volume and expectations rise.

AI is bridging the divide between where the industry is now and where it needs to go. Already, AI investments are proving key to service organisations’ ability to keep pace with increasing customer demands.

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