Stat Library

89% of data and analytics leaders believe unified data is key to meeting customer expectations

Data and analytics leaders estimate 19% of company data is siloed, inaccessible, or unusable

Only 29% of enterprise applications are connected (out of an average of 897 applications used)

63% of business leaders describe their organizations as data-driven — up 10 points from 2023.

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
</ol