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
  • 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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