Published: 18 January 2024
Organizational structures are key to achieving business growth, but are difficult to evaluate. Customer service and support leaders must understand the current state of organizational structures and key drivers of change, and benchmark against their peers.
Service and support leaders plan to add staffing to support self-service goals and to assess opportunities with emerging technologies like AI.
The key drivers of organizational structure changes include improving customer experience, operational efficiency, and data and analytics utilization.
Nearly half of service leaders report to the head of operations, while 11% report to the CEO and head of customer experience, respectively.
Eighty-two percent of service leaders believe their organizational structures enable effective cross-functional collaboration with partners like Sales, CX, IT and Product.
Achieve operational efficiency and customer experience by consolidating operations. Invest the gains made through consolidation in process
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Analysts:
Nivedita Choudhary
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