{"id":3234,"date":"2023-02-21T21:10:00","date_gmt":"2023-09-04T21:10:12","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=3234"},"modified":"2023-10-18T12:56:47","modified_gmt":"2023-10-18T12:56:47","slug":"future-of-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/future-of-customer-service\/","title":{"rendered":"Future of Customer Service is Personalised &amp; Connected: 2023"},"content":{"rendered":"\n<p><b><i>As customer expectations have evolved, service organisations need to rise to meet this challenge.<\/i><\/b><\/p>\n\n\n\n<p>The future of customer service starts with learning what customers expect today: a consistent and empathetic connected experience.<\/p>\n\n\n\n<p>The catch? <b>Challenging economic conditions mean that organisations should focus on cost efficiency and service productivity.<\/b> Balancing this with evolving customer expectations makes issues like data silos and disconnected service channels more urgent to solve quickly. <\/p>\n\n\n\n<p><b>The <a href=\"https:\/\/www.salesforce.com\/eu\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">5th edition of the State of Service<\/a> is Salesforce\u2019s largest service study to date \u2014 a deep dive into trends that service organisations must consider when building their customer service strategies. <\/b>We surveyed more than 8,000 service professionals across 36 countries at every level of service, from the chief customer officer to the customer service agent to the frontline service worker.<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><span>Automation and AI empower agents.<\/span><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">What\u2019s top-of-mind for 8,000+ service professionals across 36 countries? Read the full State of Service report for an in-depth look at customer service trends.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/eu\/resources\/research-reports\/state-of-service\/?d=inc-blog-banner\">Learn More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png\" class=\"attachment-full size-full\" alt=\"State of Service Fifth Edition\" srcset=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png 1536w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<p>One thing rings true: <b>Digital transformation is helping service organisations deliver success now with personalised and empathetic interactions with their customers. <\/b><\/p>\n\n\n\n<p>Improving your customer service to gain a more complete view of the customer journey can help you save time and money by eliminating costly, inefficient processes. <b>With a streamlined approach, your agents can focus their valuable time on delivering better service.<\/b><\/p>\n\n\n\n<p>Here are three things you need to know when building your 2023 service plans. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>1. Driving value for customers is the future of customer service<\/b><\/h2>\n\n\n\n<p><b>Improved customer service is by far your best asset for the future. <\/b>For many people, customer service is the make-or-break factor when it comes to continuing a relationship with your company. <\/p>\n\n\n\n<p>It all starts with service. <b>From each facet of your organisation, every experience a customer has with your company is critical for your business. <\/b>You have to deliver exceptional experiences for customers all while your operations are efficient, with cost savings in mind.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>48% of customers have switched brands for better customer service, and 94% say good customer service makes them more likely to make another purchase.<\/p>\n<cite>State of the Connected Customer Report, May 2022<\/cite><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Feu%2Fblog%2Ffuture-of-customer-service%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Future%20of%20Customer%20Service%20is%20Personalised%20%26%20Connected%3A%202023\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Future%20of%20Customer%20Service%20is%20Personalised%20%26%20Connected%3A%202023&#038;url=https%3A%2F%2Fwww.salesforce.com%2Feu%2Fblog%2Ffuture-of-customer-service%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Feu%2Fblog%2Ffuture-of-customer-service%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Future of Customer Service is Personalised &amp; Connected: 2023\" https:\/\/www.salesforce.com\/eu\/blog\/future-of-customer-service\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>We\u2019ve all heard the buzz around economic unpredictability \u2014 which results in the need for more efficiency and cost savings. <b>At the same time, 60% of service professionals say customer expectations have increased since before the pandemic. <\/b><\/p>\n\n\n\n<p>With these high priorities to balance, it would make sense to familiarise yourself with what customers really want. <b>We found that 73% of customers expect companies to understand their unique needs and expectations, yet 56% say most companies treat them like numbers.<\/b><\/p>\n\n\n\n<p>Salesforce dug deep to find out what they\u2019re looking for and how we can accommodate them for a better future of customer service. <b>We found that <a href=\"https:\/\/www.salesforce.com\/eu\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">83% of customers<\/a> expect to interact with someone immediately upon contact, and 83% expect to resolve complex problems through one person. <\/b><\/p>\n\n\n\n<p>Customers don\u2019t want lengthy qualifying questions without human correspondence \u2014 they want to be connected and recognised as more than just numbers. <\/p>\n\n\n\n<p><b><a href=\"https:\/\/www.statista.com\/statistics\/1338582\/importance-human-customer-service-usa\/\" target=\"_blank\" rel=\"noopener\">Statista<\/a> research shows that 86% of responding consumers stated that it\u2019s important or very important to them that they can contact a real person when communicating with a business.<\/b> Customers expect self-service tools for simple concerns, but when they have complex questions, they need empathetic assistance and expect both speed and quality.<\/p>\n\n\n\n<p>The takeaway: <b>Get your customers on the right service channels to get real answers. Your bottom line will thank you for it. <\/b><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>2. Better customer service can save your company money<\/b><\/h2>\n\n\n\n<p><b>In an uncertain economic climate, cost savings become a priority for just about everyone. With this comes the need for efficiency. <\/b>It\u2019s a beautiful thing for contact centre agents to be able to remediate tasks and streamline processes with automation. But what is the true impact of automation? <\/p>\n\n\n\n<p>Partnering with IT is one-way service organisations can automate routine processes, and the data show it\u2019s a good strategy. <b>In fact, 77% of decision-makers who partner with IT say it helps the organisation <a href=\"https:\/\/www.salesforce.com\/eu\/form\/service-cloud\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">save on software costs<\/a>, and 79% say it results in faster time to market for new tech solutions.<\/b><\/p>\n\n\n\n<p><b>Process automation is now a staple of nearly 60% of service organisations, <\/b>and leading companies are seeing the benefits. <\/p>\n\n\n\n<p>Yet, the number of service organisations partnering with IT to get automation in place has declined. <b><a href=\"https:\/\/www.salesforce.com\/eu\/form\/service-cloud\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">Our research shows<\/a> that 37% of organisations say IT is the sole decision maker, up from 25% in 2020. <\/b>There\u2019s a big opportunity for service organisations to unlock value using automation \u2014 as a team.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>98% of service organisations who use automation report time-saving benefits \u2014 but only 58% of service organisations are using automation.<\/p>\n<cite>State of Service Report, Fifth Edition<\/cite><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Feu%2Fblog%2Ffuture-of-customer-service%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Future%20of%20Customer%20Service%20is%20Personalised%20%26%20Connected%3A%202023\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Future%20of%20Customer%20Service%20is%20Personalised%20%26%20Connected%3A%202023&#038;url=https%3A%2F%2Fwww.salesforce.com%2Feu%2Fblog%2Ffuture-of-customer-service%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Feu%2Fblog%2Ffuture-of-customer-service%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Future of Customer Service is Personalised &amp; Connected: 2023\" https:\/\/www.salesforce.com\/eu\/blog\/future-of-customer-service\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Research shows that automation not only saves time for contact centre agents but also connects them to other departments for more streamlined workflows.<b> Automation removes siloed information from teams, making sure everyone involved is working from the same data\u2014and it gives customers a better experience. <\/b><\/p>\n\n\n\n<p>The metrics that service organisations are tracking also tell a story. <b>More organisations are tracking cost per contact, first contact resolution, customer effort, and case deflection than ever before.<\/b><\/p>\n\n\n\n<p><b>The takeaway: When it comes to cost savings, having the right tools, connecting with other teams, and getting the right automation in place for your entire organisation is key. <\/b>This will help not just your IT team, but your organisation as a whole and ultimately your customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>3. Customers want to be connected every step of the way<\/b><\/h2>\n\n\n\n<p><b>Customers want to have a seamless connected experience, across any channel. This starts with your contact centre.<\/b> It\u2019s safe to say that the more connected the contact centre agents are to their organisational departments, the more connected the customer is. <\/p>\n\n\n\n<p>For example, if a contact centre agent has a complex case come through, the more information they have on the issue, the more likely they are to resolve it faster. <b>When agents have timely, relevant data easily accessible, they can respond with knowledge and empathy. <\/b><\/p>\n\n\n\n<p>Our report found that <b>agents in high-performing service organisations are significantly more likely than their peers to have a complete understanding of customer needs (<a href=\"https:\/\/www.salesforce.com\/eu\/form\/service-cloud\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">73%<\/a>) and to treat customers with empathy (69%)<\/b>.<\/p>\n\n\n\n<p>So what does a truly connected service journey look like for your customers? Service leaders report that customers are looking more towards digital channels, self-service, and yes, the phone to get connected. <\/p>\n\n\n\n<p><b>The takeaway: Customers expect that both their contact centre agent and their teams have all the information. <\/b>They want the representative they\u2019re speaking with to have the ability to handle things themselves, or quickly get in touch with someone who can. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>The future of customer service as we know it <\/b><\/h2>\n\n\n\n<p><b>As you build plans for 2023 and beyond, keep the customer journey in focus. <\/b>The customer experience should be the biggest guiding principle when it comes to success in your service organisation. <\/p>\n\n\n\n<p>Additionally, your support team wants efficiency in their work, productive tools, and career development.<b> Investing in your team and your tools means cost savings for your organisation. <\/b><\/p>\n\n\n\n<p>Also, be on the lookout for new service roles as the industry grows. <b>Organisations show the rise of a new role responsible for customer loyalty and happiness: the chief customer officer. <\/b><\/p>\n\n\n\n<p><b>While the tools and roles may change along with the future of customer service, your mission remains the same: to be there for your customers.<\/b><\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><span><span>A shared customer view across departments is now the norm. <\/span><\/span><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">What\u2019s top-of-mind for 8,000+ service professionals across 36 countries? Read the full State of Service report for an in-depth look at customer service trends.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/eu\/resources\/research-reports\/state-of-service\/?d=inc-blog-banner\">Learn More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png\" class=\"attachment-full size-full\" alt=\"State of Service Fifth Edition\" srcset=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png 1536w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Blending tools like automation with personalised service can help you prepare for the future of customer service.<\/p>\n","protected":false},"author":1,"featured_media":3236,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[83,274,43,222],"sf_content_type":[],"coauthors":[203],"class_list":["post-3234","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-experience","sf_topic-reports","sf_topic-personalization","sf_topic-b2b-marketing-automation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 Trends for the Future of Customer Service - Salesforce<\/title>\n<meta name=\"description\" content=\"Blending tools like automation with personalised service can help you prepare for the future of customer service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/eu\/blog\/future-of-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Future of Customer Service is Personalised &amp; 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