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Discuss 6 Global Trends From the New State of Service


Brian Solis  (Global Innovation Evangelist, Salesforce)

Date: Tuesday, March 9

Time: 1:15 pm - 1:45 pm

Track: Topical Discussion Group

Vault Recording: TBD


The latest Salesforce State of Service report interviewed over 7,000 service professionals, across 33 countries to understand what’s top of mind across the industry. Join Salesforce Global Innovation Evangelist, Brian Solis in a discussion revealing the top 6 trends and how you’re seeing these data points impact your organizations. Get a complete look of the industry through the lens of fellow service leaders and see how customer service is breaking down silos and transforming the customer experience during a time of rapid change.

  • Discover the latest research and learn how Service Leaders are reacting to key stats, such as:
    • 81% of service decision makers are accelerating digital initiatives due to the pandemic
    • 75% of decision makers with field operations say they are critical to their overall strategy
    • 88% of service teams say the pandemic exposed their tech gaps