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Announcement July 09 2024
... to use AI for customer service. A Gartner survey of 5,728 customers conducted in December 2023 revealed that while customer service leaders are eager to adopt AI, customers remain concerned about its use within the customer service function. “Sixty percent of customer service and support leaders are ...
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Announcement April 20 2021
... of noncompany channels by younger customers.” To do so, Gartner recommends that service and support leaders take the following actions: Audit the entire customer service journey by researching the most common service issues solved in popular search engines. Ensure company-owned webpages dominate ...
... messaging that solves hurdles from the very first time a lead comes across your product or service to their final questions about purchasing. When in doubt, focus on the primary reasons buyers consider a product or service provider as they are first searching. Step 3. Nurture high-quality leads Once you’ve ...
Research Dec 2020
... information reported in vendor public financials, Gartner tracked 16 business metrics reported by 32 IT services vendors. Collectively, this group reported YoY 3Q20 revenue growth of −0.8%. Technology and service providers can use this tool as a form of benchmark analysis. Overview What It Is Directions for ...

Analyst(s):   Chrissy Healey   |   Neha Sethi   |   Sandra Notardonato   |   Subhransu Sahoo   |   Kunal Madaan   |   Dean Blackmore   |   Hardeep Singh
Announcement March 01 2023
... 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 ...
Announcement December 01 2021
... Call Customer Service and Support Due to Loneliness Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2022 and Beyond By 2026, 75% of customers who call customer service and support organizations will do so out of loneliness, not because they have a customer service issue, according ...
Announcement November 18 2021
... On digital and self-service topics, increasing adoption and containment in self-service channels remains a top focus The basics of self-service adoption remain the greatest focus for service and support leaders. In 2022, leaders must look beyond simply improving their self-service channels and consider ...
Announcement August 16 2021
... priority for customer service and support (CSS) leaders, according to Gartner, Inc. In a survey of 89 service leaders in May-June 2021, respondents evaluated 51 technologies to assess how they are currently being used, the value they provide service organizations and what bets service leaders would place ...
... contextualized insights to drive informed decisions and optimize HR strategies. Download and save selected metrics and insights for future reference, and easily share data with your team and stakeholders. Related insights Gartner clients can log in to access the full library. ...
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