Gartner Research

2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas

Published: 27 January 2021

ID: G00736707

Analyst(s): Brian Manusama , Customer Service and Support Research Team, Magnus Revang , Bern Elliot , Steve Blood , Nadine LeBlanc , Pri Rathnayake , Deborah Alvord , Jim Robinson , Emily Potosky , Sarah Dibble , Jim Davies

Summary

Customer service organizations face 10 dilemmas as they rethink their operations to show resilience to current and new digital business models. Application leaders for customer service must develop a three-year roadmap to deliver high-impact business outcomes and superior experiences.

Table Of Contents

Overview

Strategic Planning Assumptions

Introduction

Future State

Current State

Gap Analysis and Interdependencies

Migration Plan

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