The Fifth Edition State of Service Report
We surveyed 8,000+ customer service agents and leaders worldwide to uncover the trends, priorities, and challenges defining the profession. Explore key insights below.
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Automation and AI empower agents.
As customer expectations soar, service organizations are increasingly turning to technologies like AI and automation to streamline processes and improve efficiency, allowing agents to focus on providing tailored engagement.
Service teams are turning to automation and AI in pursuit of efficiency.
Service organizations report use of artificial intelligence and automation. Data is filterable by industry and country.
Digital channels expand to meet customer expectations.
Customers use an average of nine touchpoints to engage with companies, and 60% of those interactions take place online. Service organizations are embracing the digital-first mandate by adopting an increasing number of digital channels.
Service is increasingly provided over digital channels.
Service organizations report use of artificial intelligence and automation. Data is filterable by industry and country.
A shared customer view is the heart of service.
Service is at the heart of the overall customer engagement, but requires visibility across the customer journey in order to deliver empathic, personalized experiences.
A shared customer view across departments is now the norm.
Service organizations report shared use of CRM systems with other departments. Data is filterable by industry and country.
More Resources
WEBINAR
Forrester: How service Leaders Can Be Resilient Without Sacrificing Customer Experiences
REPORT
HBR: Using Tools and Data Better to Improve the Customer Experience in Contact Centers
Demo
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