Customer Service and Support

Service leaders must improve the customer experience while containing costs

Customer service and support must deliver high-quality service experiences

The customer service and support function is vital to the satisfaction and loyalty of your company’s customer base. Even as customer expectations change, you must maintain a high-quality customer experience while managing down the cost of service operations.

How we address your top challenges

Customer satisfaction and loyalty live and die by the decisions you make. That’s why we provide you with the indispensable insights, advice and tools needed to achieve your mission-critical priorities, improve the customer experience and contain costs. Our research, advice and best practices equip you to:

Reduce customer effort

Providing an effortless service interaction is your key to mitigating disloyalty. The most successful service and support organizations seek to create service experiences that require minimal customer effort.

Optimize service channel strategy

Your customers’ service channel preferences are continually shifting. But adding channels to keep up with demand leads to confusion and channel switching, increasing customer effort and company costs.

Hire, develop and retain high-potential frontline staff

The job of the service rep has gotten exponentially more complex, as simpler issues are handled in self-service. You must build a front line with the skills and perspectives needed to deliver tailored, high-quality service experiences.

Resources for Customer Service & Support Leaders


Service and Support Digest, Winter 2018-2019


Unleash Rep Productivity to Improve Customer Experience


Current and Future Technologies in Customer Service


Build a Successful Strategic Plan for Customer Service & Support



Peer Perspectives: Current and Future Technologies in Customer Service


Top Priorities for Customer Service & Support Leaders in 2019


Panel Discussion: Emerging Trends in Customer Service & Support Technology


Improve the Customer Experience by Reducing Customer Effort

Smarter with Gartner

The Secret to Boosting Rep Productivity [Infographic]

What's Your Customer Effort Score?

Effortless Experience Explained

Featured Press

Kick-Ass Customer Service

Harvard Business Review

Customers Come With Baggage

CRM Magazine

Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead


Gartner is a trusted advisor and an objective resource for more than 15,000 organizations in 100+ countries.

Gartner is a trusted advisor and an objective resource for more than 15,000 organizations in 100+ countries.

Learn more about how we can help you achieve your mission-critical priorities.