Emerging Trends in Customer Service Technologies

Improve customer service management through technology

Keeping up with the latest customer service trends

While technology always plays an integral role in customer service and support, the COVID-19 pandemic accelerated existing trends in digital service migration, and placed greater pressure on organizations to update outdated workforce management capabilities.

A scatter plot of trending topics by business priority and preparedness.

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    It is crucial that leaders understand how customers interact with digital channels in order to contain customers within them, and improve their overall customer experience. 

    Connor Seidenschwarz

    Principal Research, Customer Service & Support, Gartner

    On the cusp of transformation

    Currently, the world of CSS still places a high degree of value on assisted service and the service rep. While the rep remains a valuable focus of technology investment trends, customer service leaders are also signaling an increasing focus on the value of analytics and self-service technologies that help understand and serve the digital customer.

    Multichannel strategy and design involves email, webchat, phone, website, and other channels.

    Customer service trends & insights you can use

    Want a look at how services leaders across functions are making technology decisions? Gartner surveyed over 90 leaders worldwide on the technologies they’re adopting. The results provide a comprehensive snapshot of the state of technology across the service organization. 

    Benchmark your current and planned technology investments

    As the technology landscape rapidly advances, customer service and support (CSS) leaders must make difficult investment decisions. Learn how to conduct a thorough market scan to select and prioritize technologies for investment. 

    Key tech trends in customer service

    Today’s hottest customer service technologies focus mostly on providing assisted service and freeing up support reps’ time — reflecting the increasing shift to digital self-service platforms and analytics capabilities. These technologies reflect emerging technology trends designed to support a company’s ability to better understand and anticipate customer needs. 

    Prioritize AI opportunities

    Customer service AI capabilities can reduce operating expenses, improve the customer experience and identify value enhancement opportunities. Reaching this potential requires a clear strategy and a firm understanding of its capabilities. 

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    How do we help contact centers to drive performance?

    Matthew Hurst, Senior Director, Client Services for DealerTrack DMS, shares how Gartner for Customer Service and Support leaders helped Cox Auto improve resolution rates within its contact center while driving down additional interactions and inbound calls. Through his access to Gartner's client partners, Matthew successfully changed the culture within his contact center, improved client experience and received the support to lead his function with confidence.

    Gartner topic experts

    The Gartner Customer Service and Support team includes experts worldwide.

    Deborah Alvord
    Senior Director Analyst

    Mark Dauigoy
    Senior Director, Advisory

    Jim Davies
    VP Analyst

    Sarah Dibble
    Senior Principal, Advisory

    Simon Harrison
    Senior Director Analyst

    Olive Huang
    VP Analyst

    Nadine LeBlanc
    Senior Director Analyst

    Devin Poole
    Senior Director, Advisory

    Peter Slease
    VP, Team Manager

    Ed Thompson
    Distinguished VP Analyst

    Lauren Villeneuve
    Senior Principal, Advisory

    Gartner works with service and support leaders from over 400 organizations worldwide

    This network enables us to deliver an unparalleled perspective on the trends, opportunities and best-practice solutions that are shaping customer service functions across regions and industries