Technology’s impact on customer expectations is not a new concept. Twelve years after the release of the first iPhone, however, the pace of innovation shows no signs of slowing as the Fourth Industrial Revolution accelerates. The proliferation of artificial intelligence (AI) in everyday life — such as through personalized product recommendations and voice-activated personal assistants like Siri — ups the ante for companies across industries to meet and exceed ever-rising standards of engagement.
The Fourth Industrial Revolution is accelerating a service transformation, and customer service is at the forefront of change. Salesforce Research surveyed more than 3,500 customer service agents and decision makers worldwide to determine:
- Service organizations’ biggest challenges and priorities
- The changing role of customer service agents
- The impact of artificial intelligence (AI) on the future of customer service
- How the mobile workforce fits into modern customer service
