STATE OF SERVICE

For the fifth edition of our “State of Service” report, Salesforce Research
surveyed 8,050 customer service professionals to determine:

How service organizations continue to adapt to an ever 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
labor market

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STATE OF SERVICE

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