State of Service

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

Published April 2019


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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