Inside Service Council’s 2026 Research & Editorial Agenda w/ Gerardo Pelayo, Ph.D.

2026 is shaping up to be a pivotal year for Service Council. Service leaders face growing pressure to turn their strategic agenda into positively perceived experiences in the eyes of their customers, their own frontline and their organization’s bottom line. In consequence, the access to trusted data, clear benchmarks, blind-spot avoidance, and practical guidance has become an increasingly valued resource. In its ongoing mission to support this need, Service Council is expanding its research agenda, deepening member engagement, and launching new initiatives designed to help service leaders learn and grow as a community, cutting through the noise and past shallow analyses to better understand and address what truly drives performance and more confidently make decisions in an increasingly complex service landscape.

Join Service Council’s Chief Research Officer, Gerardo Pelayo, Ph.D. this Thursday, January 22nd at 12pm ET/9am PT as he builds on last year’s findings and the 2026 predictions to preview what’s on the agenda for 2026. Service Leaders will learn how Service Council’s structured collection and interpretation of the objectives, strategies, capabilities, outcomes and voice across the key personas in the service experience, are designed to deliver constant and strong value to their decisions in 2026 and beyond.