For the third edition of our “State of Service” report, Salesforce Research surveyed over 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 mobile workers fit into modern customer service

Data in this report is from a double-blind survey conducted from November 27 through December 15, 2018 that generated 3,525 responses from full-time customer service agents and decision makers. Survey respondents are from North America, Latin America, Asia Pacific, and Europe. All respondents are third-party panelists (not limited to Salesforce customers).