Customer service best practices to
achieve your priorities

Service and support leaders play a critical role in driving customer loyalty and retention

Customer service and support leaders must build modern strategies and invest in a range of evolving technologies to continue to deliver tailored, high-quality service experiences when and where customers need them, without breaking the bank to do so.

Gartner for Customer Service and Support provides you with the insights, advice and tools you need to address your mission-critical priorities.

Customer Service & Support Resources

Build a Competitive Advantage With Dynamic Customer Engagement

Currently, only 9% of customer service experiences are fully resolved by self-service. The future state of the customer service and support experience is proactive and prescriptive, enabled by analytics, insights and a set of new capabilities.

Gartner's dynamic customer engagement (DCE) approach results in increased revenue, reduced cost, and improved customer experience. Download the Gartner DCE roadmap for a step by step roadmap for customer service and support leaders to successfully implement DCE.

Customer Service & Support Research

Customer Service Trends

Make the shift from a live to a self-service dominant function

Gartner research finds that the more channels a company operates, the more contacts customers make to the service center. Despite the intention of simplifying service, more channel offerings create complex customer resolution journeys.

Download this free guide to learn about customer service trends and to better position your service and support strategy for success.

Gain the insights, advice and tools to achieve your mission-critical priorities

With Gartner for Customer Service & Support Leaders, you can:

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Get one-on-one advice from Gartner experts on your most critical priorities

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Make confident decisions using our benchmarks and diagnostics

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Gartner is a trusted advisor and an objective resource for more than 14,000 enterprises in 100+ countries.

Learn more about how we can help you achieve your mission-critical priorities.