Stat Library

85% of IT organizations follow a DevSecOps model

79% of service leaders say investment in AI agents is essential to meet business demands.

85% of field service leaders believe their AI investments will increase over the next year.

82% of service professionals say customer expectations are higher than they used to be.

81% of service representatives say building relationships with customers is an important part of their job.

Service representatives spend only 46% of their time working directly with customers.

65% of service leaders expect case volume to increase over the next year.

70% of service leaders expect their budget to increase over the next year.

Top service challenges:

1. Keeping up with changing customer expectations
2. High operational costs
3. Difficulty hiring and/or retaining employees
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12% of service employees left their company over the past year.

51% of service leaders with AI say security concerns have delayed or limited their AI initiatives.

44% of service leaders with AI say tech silos have delayed or limited their AI initiatives.