Recent shifts in service operations, accelerated by the pandemic, have created new challenges around efficiency, cost control, customer satisfaction, and workforce effectiveness. To better understand how organizations are responding, Gatepoint Research surveyed more than 200 service, operations, product, and IT executives. The findings highlight a growing focus on digital transformation, workforce productivity, and innovative technologies that maintain customer engagement while improving operational performance. Organizations are increasingly leveraging tools such as augmented reality, remote collaboration, and knowledge-sharing platforms to address skills shortages, close knowledge gaps, and support frontline workers more effectively. These technologies help reduce service costs, improve

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