Customer Service and Support

Virtual Briefing: 5 Customer Behavior Insights to Shape Your Channel Strategy

ON-DEMAND
| 1 hour, 30 minutes

Even as leaders accelerate spending on new customer-facing service channels, customer experience is not improving. Meanwhile, organizations incur added cost and complexity. Demographics are shifting towards younger, digitally native customers; there is a rise of trusted third-party alternatives for service information; and new competitors are resetting customers’ expectations for a great service experience.As service organizations introduce new digital channels, customer service and support (CSS) leaders need to keep up with the evolving behaviors and expectations of their customers. This invitation-only, complimentary session introduces five insights that CSS leaders can use to inform their future channel strategy.

Return to this web page to watch the virtual briefing. Contact us at gartnerwebinars@gartner.com with questions about watching.

Discussion Topics:
  • Discover how proactive services impact the volume of customer contacts and the overall service experience
  • Explore the 5 insights that CSS leaders can use to inform their future channel strategy
  • Create “value-enhancing” experiences that drive customer loyalty

Hosted by

Emily Potosky

Sr Principal, Research

Brent Adamson

Distinguished VP, Research

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