Gartner Research

Customer Service and Support Technology Primer for 2019

Published: 05 February 2019

ID: G00375893

Analyst(s): Brian Manusama , Drew Kraus , Nadine LeBlanc , Jim Davies , Simon Harrison, Jim Robinson , Anthony Mullen , Steve Blood , Olive Huang


Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences, regardless of channel. Gartner’s 2019 research will help them select, implement and operate CSS technologies while maintaining operational excellence.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How will I identify, evaluate, select, adopt and maintain customer service technologies?
    • How will I measure and improve customer service process execution?
    • How will I address employee/team/constituent influence on customer service?
    • How will I plan for the future of customer service?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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