Download Attachments
- Download Attachments, pdf, 91 KB
Gartner Research
Customer Service and Support Technology Primer for 2019
Summary
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.
Published: 05 February 2019
ID: G00375893
Analyst(s): Jim Davies , Brian Manusama , Simon Harrison , Steve Blood , Olive Huang , Drew Kraus , Nadine LeBlanc , Jim Robinson , Anthony Mullen
Table Of Contents
Scope
Analysis
- 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
Already a Gartner client?
Become a Client
This research is reserved for paying clients. Speak with a Gartner specialist to learn how you can access this research as a client, plus insights, advice and tools to help you achieve your goals.
©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.