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


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


Strategic Planning Assumptions


Future State

Current State

Gap Analysis and Interdependencies

Migration Plan

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