The Fifth Edition State of Service Report
We surveyed 8,000+ customer service agents and leaders worldwide to uncover the trends, priorities, and challenges defining the profession. Explore key insights below.
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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 touch-points 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 emphatic, 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.
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