By Linda Saunders Customer service is in a state of flux. As budgets and staffing levels increase, so do customer expectations, keeping efficiency critical for delivering higher quality of service. Today’s customers demand fast, consistent, and personalised interactions, yet service teams are spread thin, with inefficient processes and manual taskwork monopolising agents’ time and jeopardising the customer experience. This is according to Salesforce’s latest State of Service report, a survey of over 5,500 service professionals across 30 countries which reveals how high-performing organisations are exceeding customer expectations and how laggards can improve in an artificial intelligence (AI)-first world. While widespread
How AI, Automation, and Trusted Data Are Shaping Next-Generation Customer Service
