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The 2020 State of Customer Service Report
Incite Group’s new report breaks down the
key trends that will shape customer service in 2020 and beyond through a survey
of more than 900 executives
The 2020 State of Customer Service Report,
which is free to download
now, is a major study of the critical issues in customer service and
how the field will be transformed in the next 18 months and beyond over the
next decade. Through its major, industry-wide survey and comment from top
thought leaders, the report lays out the state and future of the customer
service sector, making it a must-read.
This report is vital for anyone operating
in customer service as it breaks down:
- Key channels
- Emerging and critical
technologies
- Key priorities and challenges
- Organisational structures
- Key metrics
- Average response times
- Data handling and manipulation
best practice.
The report does this over more than 30 detailed charts and graphs taken from one of
the biggest industry surveys out there across more than 40 pages of analysis.
This report features hundreds of insights into how customer service is changing
and innovating, including takes on artificial intelligence, automation, data
management, measurement, personalisation, omnichannel and optimising
organisation structures.
Alongside
the report’s statistical deep dive into customer service, the report also
features opinions from leaders in customer service working for some of the
biggest brands around. These direct insights
include insights from:
- Mastercard
- Microsoft
- Zurich
- Uber
- Plusnet.
This is the one report you need to
download this year to understand the state and future trajectory of customer
service.
Click here to download the complete report for free