Press Releases

STAMFORD, Conn, October 19, 2020

Gartner Says Organizations Need to Move from a Reactive to Proactive Customer Service Approach

Customer Service and Support Leaders Must Employ Dynamic Customer Engagement to Enable a More Personalized Experience

Customer service and support leaders must transform their service experience with dynamic customer engagement (DCE) to enable personalized proactive conversations with customers, according to Gartner, Inc. However, most service organizations operate in a reactive manner, requiring customers to exert significant effort to navigate multiple service channels, often unsuccessfully.

DCE is a strategy that enables organizations to deliver differentiated service experiences. DCE helps service organizations transform data into insights to deliver next best actions to customers and transform the customer experience.  

“Reactive service experiences place the burden on customers to find the best channel for resolution, whether it’s to check on the status of a request, conduct a transaction or troubleshoot a repair issue. Customers often switch channels or use multiple channels concurrently, further increasing both effort and service costs,” said Philip Jenkins, senior director analyst in the Customer Service and Support Practice at Gartner. “But these negative effects extend well beyond cost and the service experience – to the organization’s revenue, its inability to mitigate disloyalty and maximize wallet share, and gauge overall profitability as well.”

A Gartner survey of more than 6,000 customers revealed that only 13% reported receiving any type of proactive customer service. However, that same research showed that proactive customer service results in a full point increase in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Value Enhancement Score (VES).

Top Reasons for Proactive Service

Source: Gartner (2019)

“We have consistently found that a one-point increase in metrics has major implications on customer loyalty – boosting retention, wallet share and positive word of mouth,” added Mr. Jenkins. “While these impacts on improved reactive experiences are significant, shifting from reactive to proactive conversations is a game changer delivering nearly effortless experiences, reducing cost and increasing customer lifetime value.”

Customer service and support leaders responsible for improving the digital, self-service and assisted service channel effectiveness should consider the following:

  • Evaluate the potential economic and customer experience impacts of DCE to the organization by meeting with peers and experts.
  • Partner with IT to identify gaps and build a technology roadmap to support implementation. Then assess current state technology architecture and data management capabilities against DCE requirements.
  • Collaborate with human resources to assess existing organizational resources, conduct a talent and skills gap analysis, and develop a plan to attract, hire, and retain the additional resources required to implement and operate DCE.
  • Develop and champion the DCE business case to secure approval and prioritize investment necessary for implementation.

Additional information is available to Gartner for Customer Service & Support Leaders clients in the reports Transform Your Service and Support Experience With Dynamic Customer Engagement and Proactive Customer Service Is Valued by Customers, Despite What They Say.


About Gartner for Customer Service & Support Leaders

The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders’ mission-critical priorities, specifically improving the customer experience while managing costs. Gartner’s research, advice and best practices equip customer service and support leaders to design an optimal service channel strategy; measure and reduce customer effort; and hire, develop and retain high-potential frontline talent.

About Gartner

Gartner, Inc. (NYSE: IT) delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s mission critical priorities. To learn more, visit