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