Gartner Research

Form Cross-Functional Partnership to Implement High-Risk Customer Service Projects

Published: 21 August 2019

ID: G00441675

Analyst(s): Kim Dans


When taking on high stakes customer service projects, there is a need for a cross-functional steering committee. Customer service and support leaders must collaborate with many stakeholders to improve the customer’s experience, reduce costs, improve retention and build loyalty.

Table Of Contents
  • Key Challenges



  • Determine If and When to Form a Cross-Divisional Steering Committee
  • Select and Engage Cross-Functional Partners
  • Establish Strategies Beforehand to Ensure All Stakeholders Are Collaborative, Engaged and Accountable

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