Gartner Information Technology Research

Lead Through Disruption: A Customer Service and Support Leader’s Action Guide

Published: 24 April 2020

ID: G00725134

Analyst(s): Customer Service and Support Research Team


Top performers defy conventional thinking and take calculated risks during disruptions to outperform others. Customer service and support leaders must prepare and lead through the disruptions, building agility into systems processes and decision making, both within their teams and among their peers.

Table Of Contents



Key Initiatives for Continuous Insight

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