Published: 03 October 2024
Engaging customer service and support buyers in 2024 requires tapping into the latest trends, challenges and innovations that resonate with their needs and aspirations. Here are some top storylines to consider.
As of 2024, this year, the three biggest storylines grabbing the attention of customer service and support (CSS) leaders are:
Meeting the rising variety of customer expectations and being able to provide a personalized experience for these customers
Solving talent shortage issues, improving the employee experience and retaining top talent
Modernizing CSS to increase revenue and growth
CSS product leaders looking to adjust their tech buying behavior should:
Enhance self-service capabilities by using AI technology to remove the burden on customer service representatives (CSRs) from low-value tasks, provide more AI-assisted scenarios and engage customers in digital-first support scenarios.
Focus your investment on employee
Clients can log in to view the entire document.
Analysts:
Alexandre Oddos, Viharika Peddi
Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.
Our independence as a research firm enables our experts to provide unbiased advice you can trust.
Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.
Our research practices and procedures distill large volumes of data into clear, precise recommendations.
We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.
We offer one-on-one guidance tailored to your mission-critical priorities.
We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.
Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.
Gartner clients can log in to access the full library.
Attend a Conference
Experience Information Technology conferences
With exclusive insights from Gartner experts on the latest trends, sessions curated for your role and unmatched peer networking, Gartner conferences help you accelerate your priorities.
Gartner CIO & IT Executive Conference
São Paulo, Brasil
© 2026 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. It consists of the opinions of Gartner's business and technology insights organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner business and technology insights may address legal and financial issues, Gartner does not provide legal or investment advice and its insights should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its insights are produced independently by its business and technology insights organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity. Gartner publications and other content may not be used as input into or for the training or development of generative artificial intelligence, machine learning, algorithms, software or related technologies.
