On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer success industry, including the increasing demand for personalized and fast service, challenges of implementing self-service while maintaining customer trust, and the use of AI and data and why it’s crucial in meeting customer expectations and improving customer experience.