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.

The Gartner dynamic customer engagement (DCE) approach results in increased revenue, reduced cost and improved customer experience. Download the Gartner DCE roadmap to explore:

  • The current state of the customer experience 
  • Six key capabilities needed to drive dynamic customer experiences for the future
  • A step-by-step roadmap for customer service and support leaders to successfully implement DCE