State of Service Media Edition

Discover how technology enhances personalisation and efficiency, bringing a new era of service to media.

Explore trends and industry-specific insights into the top priorities and biggest challenges facing service professionals across media and entertainment. Learn why many see service as central to improving customer experiences, and how they’re using data and AI to better support their customers. Read the guide to discover why:

Investment in digital tools is set to grow: Industry decision-makers and service operations teams expect investment to increase in AI (91%), data integration (78%), and automation (79%) over the next year.
Service leaders want to strengthen their data foundations:87% of service operations teams and decision-makers say better access to data from other teams would improve the support they provide.
AI and customer satisfaction go hand in hand: 88% say AI helps them better serve customers.
Self-service is key to meeting customer expectations: Nearly 60% of consumers prefer fewer touchpoints when finding information or completing a task. Self-service solutions could resolve an estimated 58% of customer issues.

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