Gartner Research

Managing the Customer Service Experience

Published: 19 March 2020

ID: G00465867

Analyst(s): Jim Davies


The customer service experience is key to the success of many enterprisewide customer experience ambitions, yet few customer service technology application leaders have a clear strategy in place. A lack of economic resource and political power continue to stifle potential progress.

Table Of Contents
  • Key Challenges



  • Develop a Strategy for Setting Expectations With Customers
  • Redesign and Optimally Manage the Service Experience
  • Systematically Collect and Act Upon a Diverse Set of Feedback Sources to Ensure Systematic Experience Improvement

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