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| Stat | Action | Source | Month/Year |
|---|---|---|---|
| Gen Z is 36% more likely than baby boomers to struggle with understanding their personal data. |
|
Gen Z Data Trends | 04/2024 |
| Service organizations’ #1 priority is improving customer experience |
|
State of Service | 04/2024 |
| Service organizations' #1 challenge is keeping up with changing customer expectations |
|
State of Service | 04/2024 |
| 69% of service agents say balancing customer service speed and quality is difficult — down from 76% in 2022 |
|
State of Service | 04/2024 |
| 91% of organizations track service-generated revenue — up from 51% in 2018. |
|
State of Service | 04/2024 |
| 85% of organizations expect customer service teams to contribute more revenue this year |
|
State of Service | 04/2024 |
| 77% of service agents say their workload increased over the past year |
|
State of Service | 04/2024 |
| Service agents spend just 39% of their time working with customers |
|
State of Service | 04/2024 |
| 79% of service organizations are investing in AI |
|
State of Service | 04/2024 |
| 83% of service organizations plan to increase investments in AI this year |
|
State of Service | 04/2024 |
| 93% of service professionals with AI say the technology saves them time |
|
State of Service | 04/2024 |
86% of service agents say customer expectations are higher than they used to be
|
|
State of Service | 04/2024 |