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A Pega Research Paper

Global customer service insights

We surveyed 12,500 respondents on the state of service today. Here’s our breakdown of the good, the bad, and the ugly.


How do you measure up?

Download our free report to discover:

  • What customers, employees, and business leaders really think about the current state of customer service
  • Why personalized service matters so much
  • How AI and chatbots are changing the rules

Related resources

Closing the expectation gap.

Go beyond call centers.

A digital service success story.

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Pegasystems is the leader in software for digital transformation. Find out more about our 35-year history of helping the world's leading organizations achieve breakthrough business results.

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