This short video summarizes key findings from HubSpot's "State of Service" report, highlighting rising customer expectations, growing ticket volumes, and the increasing role of AI in customer service. It emphasizes that while many leaders see AI as the future (and many teams already use it), lack of unified data remains a major barrier — yet teams with unified data report much better personalization and strategy outcomes.
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Great customer experiences will always be a CX leader's top priority. But today, nearly everything about the customer journey is changing. Let's take a look at where customer service is headed with HubSpot's latest State of Service report. First, customers are demanding more from service teams. 75% of CX leaders say their tickets are higher than ever before. Meanwhile, 82% of customers expect their issues to be resolved immediately and close to 80% actually prefer the option to self serve. To help meet these increasing demands, 84% of leaders say the future of customer service is AI powered. In fact, 65% say their teams are already using AI. And that's what we're seeing here at HubSpot too. Service Hub customers are already using AI powered tools like chatbots and reply recommendations to help scale support. To get the full value of AI, service teams need high quality unified data. But today only 35% of CX leaders say the data they need is fully integrated with the tools they use. And that's a big problem because we need know the benefits of unified data extend way beyond AI. Service teams with unified data are a whopping 225% more likely to say their customers receive a personalized experience and 48% more likely to say their service strategy actually worked. From increasing customer demand to AI powered service. These are just a few of the key findings from HubSpot's data service report. For a deeper look into the future of customer service and ways to deliver great customer experiences yourself, check out the full report.
