State of Service

Insights and trends from over 3,500 service leaders and agents worldwide

Published April 2019

salesforce-research-third-edition-state-of-service

For the third edition of their “State of Service” report, Salesforce Research surveyed over 3,500 customer service agents and decision makers worldwide to determine:

• Service organizations’ biggest challenges and priorities
• The changing role of customer service agents
• The impact of artificial intelligence (AI) on the future of customer service
• How mobile workers fit into modern customer service

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