Gartner Research

Organizational Structuring Trends for Digital Service and Support

Published: 16 August 2019

ID: G00711979

Analyst(s): Customer Service and Support Research Team

Summary

Many service functions’ organizational structures reflect an era when the phone was the only customer service channel. This research shows how some customer service and support leaders are restructuring to accommodate expanding digital and self-service offerings.

Table Of Contents

Overview

Conclusion

Recommended by the Authors

About This Research

Endnotes

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