State of Service Report, Fifth Edition

What 8,000+ agents and leaders are saying about the state of customer service? Read this report for data- driven insights on how to drive efficient growth by WOWing your customers:

  • How service organisations continue to adapt to an even more digital-first environment
  • How economic uncertainty is impacting plans for investments in people, processes, and technology
  • The evolving role of field service in overall customer service strategies
  • Approaches to talent management and development in a challenging labour market

Download now

Download the Report



Company Size

201 - 500 employees
501 - 1000 employees
1001+ employees

Are you looking at Digital Transformation this year?

  Yes, within 6-12 months time
  Yes, in 6 months time
  Not for this year

In setting the standards for excellent customer service and support, what are your priorities as a leader?

  Innovating digital channels and capabilities
  Driving value through proactive service at scale
  Managing and recruiting the right talent
  Creating a positive customer experience across all channels
  All of the above