2027 Leadership Vision: Strategic Priorities for Customer Service and Support Leaders

• Manage AI as a portfolio of business assets that connect investment to measurable value and business outcomes

• Expand service delivery through preemptive engagement and AI-enabled interaction models that increase customer value

• Redesign service roles, workforce structures and operating models for an AI-first environment

Heads of customer service and support face rising pressure to prove that AI investments deliver measurable business value while supporting enterprise growth priorities and preparing employees for evolving roles. At the same time, many service organizations are constrained by legacy operating models, fragmented AI initiatives and workforce structures that were not designed for an AI-first future.

This webinar explores the three forces reshaping service and support in 2027: AI investments with unclear returns, growing expectations to create value through every service interaction, and legacy organizational structures that limit AI's impact. Gartner analysts will examine how leading organizations are managing AI as a business asset, redesigning service delivery around customer outcomes and evolving workforce models to support AI-enabled work. Attendees will gain practical guidance for building a service organization focused on value creation, growth and long-term business impact.

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