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The Sixth Edition State of Service Report

Discover cutting edge trends and gain valuable insights from more than 5,500 service professionals. Explore their top priorities and see how they’re innovating in the face of the industry’s greatest challenges.

Uncover key takeaways below.

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The customer journey takes center stage.

As customer expectations soar, service organisations are increasingly turning to technologies like AI and automation to streamline processes and improve efficiency, allowing agents to focus on providing tailored engagement.

Man using a smart phone to get assistance with his smart home app. Text bubbles featuring the conversation display on either side of the image.

Customer experience is the top priority — and the biggest challenge.

Service organisations report use of artificial intelligence and automation. Data is filterable by industry and country.

Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.

AI is disrupting the status quo and delivering results.

Customers use an average of nine touch-points to engage with companies, and 60% of those interactions take place online. Service organisations are embracing the digital-first mandate by adopting an increasing number of digital channels.

Woman in front of a laptop conversing digitally with a service agent. Service agent photo and conversation features in the upper left. Einstein suggestions feature in the bottom right.

AI + data are fueling next-level customer experiences.

Service organisations report use of artificial intelligence and automation. Data is filterable by industry and country.

Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.

AI unlocks scale at a critical moment.

Service is at the heart of the overall customer engagement, but requires visibility across the customer journey in order to deliver emphatic, personalised experiences.

Male service agent wearing a headset messaging via chat with a customer. Customer conversation and Einstein recommendations feature around the main photo.

Service organizations pursue AI as case volume and expectations rise.

Service organisations report shared use of CRM systems with other departments. Data is filterable by industry and country.

Filter selections that yield a sample size below 25 will not be shown. Ties will occur when the count of responses is equal for different sentiments.