State of Service
Learn how 7,000+ global service professionals are adapting during the pandemic.
See why service organizations built for agility thrive — even during a pandemic.
88%
of service teams say the pandemic exposed their tech gaps
77%
of service agents say their job is more strategic than two years ago
81%
of service decision makers are accelerating digital initiatives due to the pandemic
Our global survey of 7,000+ professionals found six major themes outlined in these chapters:
- Teams Navigate New Standards of Engagement
- Agent Agility is Key as Demand Surges
- Service Extends to Sales, Marketing, and Beyond
- Workforce Management Takes a New Shape
- Career Paths Come into Focus
- Field Service Evolution Drives Revenue
More Resources
Forbes Insights Research - The Experience Equation
Service That Is Built for Personalization: 5 Customer Stories
