Customer Service Research

Download our playbook to learn about 9 actions that will help you win through the recession and find ways to optimize costs and efficiency.

Download the Gartner Customer Service Outsourcing Decision Framework.

Download this ultimate Gartner research to capture untapped opportunities for customer service leadership to drive both customer loyalty and retention.

Download your Customer Service strategic plan template and learn how to develop a clear, concise, and measurable Customer Service strategic plan. Download Now.

Demand for assisted service remains high as investments in self-service fail to meet customer expectations. Download our guide to improve the timeliness and fidelity of self-service content by integrating knowledge management that is enhanced by AI-enabled automation.

Download the Gartner eBook on customer service chatbot development so that CSS leaders can achieve the desired CX and business outcomes from customer service chatbots.

The future of customer service and support is contextualized, predictive, value-focused and ubiquitous. Customer service and support leaders must prepare for five emerging trends that will shape their function through 2025 and beyond.

Learn how to provide flexibility to improve the rep experience without harming operations

Implement these 10 quick win tactics to help lower operating costs, recover faster and build organization resiliency for future events and opportunities.

Download the guide to pivot toward a customer value enhancement strategy that — together with low-effort resolution — will increase customer retention, positive word of mouth and wallet share.

Prepare your organization for the adoption of a new identity that prioritizes company value above all.

Find new, innovative ways to demonstrate value back to the business and drive enhanced customer outcomes.