The fifth edition of State Of Service is based on insights from more than 8,000 customer service agents and leaders around the world who shared their observations on the trends, priorities and challenges that define CX at present.
Produced by Salesforce, the whitepaper assesses recent major developments in customer service and explains the impact for CX practitioners, from the importance of field service to digital engagement and the focus on agent experience.
Furthermore, State Of Service examines the rise of the chief customer officer, the wider role of CX practitioners in the c-suite and the investments driving agent training and development.
Download this report to discover:
- How service organizations continue to adapt to the digital-first environment
- The impact of economic uncertainty on HR, process and technology investments
- New approaches to talent management and development in a challenging labor market