Today, 88% of customers say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. High performing service organizations use field service management to drive innovation and reduce costs. Research shows that 80% of high performing field service organizations use artificial intelligence (AI). Also: One bad experience is all it takes to lose a customer Here are three important field service trends based on Salesforce State of Service research: Here are 5 key takeaways regarding high performing filed service organizations: The field service management market is expected to grow to an estimated $8.06 billion by 2028. In a hyperconnected, knowledge sharing economy, where customers and businesses are adopting a digit-first engagement strategy, field service professionals must adopt a mobile, intelligent, personalized, and fast path to resolution playbook. Also: How overworked tech pros can make more time for the customer The toolbox for excellent field service must also include AI-powered applications that enable field services organizations to deliver value at the speed of need. Businesses that utilize AI powered field service delivery capabilities are most likely to win the battle – the battle for customer retention, customer love and advocacy, and the battle to earn future business. A customer company is a company that delivers the best customer care. And the best customer care in today’s economy is powered by real-time intelligence and personalization at scale.
