Findings

We're in the midst of a necessary redefinition of CS. 

One focused on outcomes over activity, ROl over effort, and predictability over perception.

That shift shows up in this year's data: CS is becoming more intelligent (with room to grow): Al adoption among CS teams is edging up (52% vs 44% last year) as teams become more comfortable with the technology and infrastructures grow stronger. 

Still, many teams are only adopting productivity-oriented use cases, and only beginning to explore higher-value applications like churn prediction and sentiment analysis. There's room to grow, especially with agentic Al designed for high-volume workflows like renewals and onboarding.

Dowload the report to read the full list of key findings.