Customer Service and Support Technology Primer for 2019

Published: 05 February 2019 ID: G00375893

Analyst(s): | | | | | | | |

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Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences, regardless of channel. Gartner’s 2019 research will help them select, implement and operate CSS technologies while maintaining operational excellence.

Table of Contents

  • Scope
  • Analysis
    • Top Challenges and How Gartner Can Help
      • How will I identify, evaluate, select, adopt and maintain customer service technologies?
      • How will I measure and improve customer service process execution?
      • How will I address employee/team/constituent influence on customer service?
      • How will I plan for the future of customer service?
  • Related Priorities
    • Suggested First Steps
    • Essential Reading
    • Tools and Toolkits
© 2019 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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