Who is investing in predictive analytics? B2B Companies B2C Companies B2B2C Companies % % % 43 26 31 B2B companies Service investing in predictive analytics have greater accountability across Can’t Wait to the entire organization to track end-to-end Anticipate visibility of the customer lifecycle. Contact channels are expanding rapidly, producing more data—both structured and unstructured—than service organizations can put to use with actionable insights. Just 10% of Service professionals report that their company analyzes dark data, which includes unstructured data, such as text messages, documents, email, video, audio, and images. 53% of Service organizations are increasing their analytics investment within the next 12 months. However, the best companies are investing in more forward-looking Service Cloud Einstein Analytics capabilities, including contextual data, such as weather, which enables agents to anticipate customer needs before issues arise. The State of Salesforce Service 31