White Paper

The State of Customer Service


Customer Service leaders are faced with increasing pressure to impress their customer with effortless yet efficient support. Incite Group wants to get to the bottom of where exactly customer service execs are spending their time, and what should be on your priority list right now and next year

Gain direct insight from over 100 brand leaders on their changing priorities, budgets, team compositions, community strategies, training regimes and more.

The 16 page briefing covers:

  1. The biggest issues for customer service professionals in 2017 and beyond: Why efficiency is an essential focus right now – and personalized experiences fall shortly behind

  2. Top priorities for 2017: How customer service executives are spending their budget in 2017, and where they plan on spending more

  3. Hot topics for the future: Why AI and chatbots aren’t important in 2017 but are firmly on 2018’s radar.

  4. What social media should mean for your company: Why 42% of professional don’t think their leadership understands the true power of social.



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