Revenue and customers
Customer service and experience
This benchmark asks service leaders how they decide what to automate, what to keep human, and how they measure whether new technology worked.
What we’re researching
Three questions for 2027.
Findings publish once 100 qualified people have taken part. Until then, this page shows what we’re asking rather than what we’ve found.
- Q1
Which customer service work are teams handing to AI agents, and which are they protecting?
- Q2
How do service leaders measure whether new technology worked?
- Q3
Is agent retention shaping service technology choices?
Who should take part
- Heads of customer service
- Contact centre managers
- Customer experience leads
- Service operations
And anyone else shaping a customer service and experience decision for their organisation, in any country.
Areas the benchmark covers
FAQ
Questions people ask
Who can take the customer service and experience benchmark?
Anyone shaping a customer service and experience decision for an organisation, in any country and any industry. It is written for people answering in a professional capacity, such as heads of customer service, contact centre managers, customer experience leads.
How long does it take?
About 7 minutes. There are 21 questions and no free-text answers.
Is it free?
Yes. Taking part is free and you see your scored result on screen straight away.
What happens to my answers?
Answers are stored without your name, email or IP address and combined into anonymised research. No figure is published for a group smaller than 10. Nobody contacts you unless you tick the box asking us to.
When will the customer service and experience findings be published?
Once 100 qualified people have taken part. Until then this page shows the questions we are asking, not findings.