What You’ll Find in This Report
For the sixth edition of the “State of Service” report, Salesforce surveyed over 5,500 service professionals worldwide to discover: • How service organisations are adapting to rising customer expectations • Which metrics and channels are most important to high-performing service leaders • How artificial intelligence (AI) is reshaping roles and operations Due to rounding, not all percentage totals in this report sum to 100%. All comparison calculations are made from total numbers (not rounded numbers). Data in this report is from a double-anonymous survey conducted from December 8, 2023, through January 22, 2024. Respondents represent 30 countries across five continents. All respondents are third-party panelists. For further survey demographics, see page 36.
