The changing state of customer service

Learn from 7000 customer service professionals on how the strategic role of service is shifting

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CX Network
12/18/2020

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The role of customer service has been on the rise for years, driven by shifting balance of power between businesses and their customers. In the midst of dual health and economic crises, delighting and advocating for customers has become even more critical as companies shift their focus from employee and customer acquisition to retention.

CXN Live: CX APAC Online 2021

The pandemic has dramatically shifted the Customer Experience landscape and the nature of customer queries has changed; their channel preferences have shifted to be increasingly mobile and increasingly they expect businesses to provide 24 / 7 service.  

With this in mind, CX Live: CX APAC Online 2021, now in its 4th year, will be focused helping CX professionals navigate these significant changes.

Sign up now and attend this webinar to uncover expert insights into self-service, data analytics, automation, employee experience, omnichannela and customer adoption.

The fourth edition of Salesforce’s State of Service report based on over 7,000 survey responses worldwide, provides a detailed view of how the trajectory of customer service has — and hasn't — changed. The report also illustrates the strategies embraced by top teams as they plot their futures.

Download this report to discover:

  • How customer service standards continue to change in the midst of crisis
  • Which strategies, tactics, and technologies service organizations are turning to in the new normal
  • How service organizations are navigating abrupt changes in their work environment
  • The impact and trajectory of field service during a time of social distancing

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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