Gartner Research

2019 Priorities and Trends for Customer Service and Support

Published: 11 April 2019

ID: G00707005

Analyst(s): Customer Service and Support Research Team

Summary

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

Table of Contents

Trending Topics in 2019

Table 1: Trending Topics in Customer Service and Support

2019 Operational Landscape

Goals

Accountability

Staffing

Outsourcing

Centralized Staffing

Urgency Around Digital Service

Conclusion

Recommended by the Authors

About This Research

Endnotes

Presentation Deck

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