Published: 11 April 2019
Analyst(s): Customer Service and Support Research Team
Increased pressure to deliver digital service is driving service organizations’ goals and investment priorities. When service and support leaders understand their peers’ challenges and solutions, they can better shape and assess their own strategies for 2019.
Table of Contents
Trending Topics in 2019
Table 1: Trending Topics in Customer Service and Support
2019 Operational Landscape
Urgency Around Digital Service
Recommended by the Authors
About This Research
©2019 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.