Service is in a state of flux — and full of opportunity. Today’s customers demand fast, consistent, and personalized interactions every time they engage with a company. They’re looking for brands that offer exceptional service and protect their data — all while delivering service at scale (driven by technologies like AI). We’re only beginning to understand the possibilities and implications of AI, but one thing is clear: the companies that use it effectively and ethically will come out on top. At Salesforce, we strongly believe that now is the time for businesses to create efficient, innovative, and secure customer experiences with trust as a number-one priority. In our latest “State of Service” report, we surveyed over 5,500 service professionals worldwide to get the latest answers to today’s most pressing questions. Our findings reveal that high-performing organizations are meeting the challenge of customers’ rising expectations. And as leaders focus more attention on generating revenue, the pressure is on to invest in technology that directly impacts the bottom line. Insights from today’s service professionals are a valuable guide for turning that vision into a reality. We hope this research will serve as a helpful resource as you navigate what’s next in customer service — so you can face the future with confidence.
Included in this Contents
- Faster, More Personalized Service Becomes the Norm.
- Service Organizations Double Down on Revenue Generation.
- Organizations Lean into AI and Automation
This article is posted at salesforce.com
