Gartner Research

Customer Service and Support Technology Primer for 2019

Published: 05 February 2019

ID: G00710092

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


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




Planned Research

Suggested First Steps

Essential Reading

Tools and Toolkits

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