The Sixth Edition State of Service Report

Uncover key takeaways below.

 

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The customer journey takes center stage.

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.

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

Service organisations report use of artificial intelligence and automation. Data is filterable by industry and country.

 
 
 
Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.
 
 

AI is disrupting the status quo and delivering results.

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.

 

AI + data are fueling next-level customer experiences.

Service organisations report use of artificial intelligence and automation. Data is filterable by industry and country.

 
 
 
Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.
 
 

AI unlocks scale at a critical moment.

Service is at the heart of the overall customer engagement, but requires visibility across the customer journey in order to deliver emphatic, personalised experiences.

Service organizations pursue AI as case volume and expectations rise.

Service organisations report shared use of CRM systems with other departments. Data is filterable by industry and country.

 
 
 
Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.
 
 
 
 
 
 
 

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