Benchmark against 900+ Customer Service Leaders: 2020 State of Customer Service Report
As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. Our responsibilities and internal footprint are changing and, simultaneously with customer expectations, we must evolve.

The annual Incite Group State of Customer Service Report will give you in-depth insights from 900+ respondents on the key issues and opportunities the leaders in your field see in 2020, and new statistics to benchmark your own performance against.

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With more than 900 responses from customer service leaders, over 30% of whom come from top leadership positions, this is the go-to report to understand the state of customer service. Download this cutting-edge report to understand:

  • What are the emerging tech trends you need to keep on top of?
  • How is customer service transforming to face a customer-centric future?
  • What are the must-have metrics and how are performance improvements being driven?
  • Which channels are consumers and businesses using now and in the future?
  • What are the key challenges being faced in the customer service sector?
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Break down the key trends with 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.

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This report features direct insights from top customer-service minds representing huge brands, including:
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This report is brought you by the 9th Annual Customer Service Summit. Download your brochure now to see the 40+ speakers from the world’s most influential brands and see how they are setting the bar for omnichannel support and meeting the needs of customers of the future.

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