State of Service

For the sixth edition of the “State of Service” report, Salesforce surveyed over 5,500 service professionals worldwide to discover:

How service organizations are adapting to rising customer expectations
Which metrics and channels are most important to high-performing service leaders
How artificial intelligence (AI) is reshaping roles and operations

Due to rounding, not all percentage totals in this report sum to 100%. All comparison calculations are made from total numbers (not rounded numbers)

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Date: 1.8.2018

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