The HBR Pulse Survey on elevating customer service through data-driven approaches shows 94% of executives agree service quality directly impacts the bottom line, while 90% say it influences purchase decisions. Yet challenges remain, with 54% citing day-to-day work as blocking improvements, and 44% pointing to tech and talent gaps. Companies recognize customer service as a growth driver, not just a cost center, but accountability and siloed data hinder progress. Key strategies include predictive service, unified customer profiles, automation, and feedback loops. Data-driven service boosts retention, loyalty, and upselling, turning support into a profit center.

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