Gartner surveyed 4,000 customers around the world, asking them how they interact with and feel about customer service channels today. Our analysis of the results is striking: In at least five ways, customer service and support leaders are clinging to misconceptions about what customers want and how they behave.

Download the eBook to: 

  • Develop channel strategy to reduce cost, specifically through digital service
  • Understand customer service experience through data
  • Improve customer service experience, boosting loyalty outcomes (such as retention, growth, advocacy)