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Gartner for Customer Service & Support Leaders
Get actionable, objective insight for you and your team. Gartner for Customer Service & Support Leaders helps you build effective customer-centric strategies and deliver high-quality service experiences.
While low-effort customer service remains an essential part of service strategy, it's insufficient to drive desired loyalty and growth outcomes. The best CSS organizations capitalize on service interactions to make an impact on loyalty through “value enhancement”. Download our latest research to learn more.
The past two years have been disruptive for the workplace, so it’s more difficult than ever to know if your organization is focusing on the right set of priorities. Learn what customer service leaders are focused on in 2022.
Gartner surveyed 4,000 customers around the world, asking them how they interact with and feel about customer service channels today. Our analysis of the results is striking: In at least five ways, customer service and support leaders are clinging to misconceptions about what customers want and how they behave.
1% of Northwestern Mutual’s clients were calling to make payments over the phone, driving approximately 25% of payment processing costs. With Gartner's help, Northwestern Mutual saw a cost savings of almost $1 million.