Volume 2 | 2020

Customer Service and Support Leader Digest

Discover the latest insights and trends in customer service and support

How Customer Service Drives Customer Loyalty
How Customer Service Drives Customer Loyalty

To increase the service function’s contributions to organizational retention and loyalty goals, customer service and support leaders should focus on providing low-effort resolution and using service interactions to help customers derive more value from their products or service.

How Customer Effort Changes in a Multichannel World

Addressing customer effort remains one of the most important tasks for service organizations today, but organizations must take a more nuanced approach that accounts for the differences between service channels.

Smart Customer Service: Preparing Your Office for Employees’ Return

When developing a return-to-office program, Gartner recommends that customer service leaders take into account six considerations. 

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