Salesforce has published the fourth edition of its State of Service report, based on a survey of over 7,000 customer service agents, decision-makers, dispatchers, and mobile workers across 33 countries. The report covers a wide range of topics including the shift to digital channels, remote work, and field operations.
What interested me the most, however, are findings on how the pandemic has accelerated the transformation of customer service from a necessary cost center to a strategic asset — and the implications that have for digital transformation.
