Customer Service and Support

The Gartner Top Technology Predictions for Customer Service Leaders in 2023

| 1 hour

Technology has transformed how customer service and support organizations enable customer service reps, impacting how customers seek service. With increasing levels of process automation, rep enablement, and customers attempting to self-serve, the modern customer service and support function looks vastly different than it did 20 years ago. Accordingly, the growing accessibility of technology means that customers and customer service employees will start to use technology in unexpected and often unauthorized ways. Join this complimentary webinar where a panel of Gartner experts discuss predictions for the future, including how customer service and support leaders will contend with new uses of technology that fundamentally change how customers and employees interact with their organization. 

  • Learn how technology-enabled protests may disrupt customer service organizations, and how to counter them

  • Explore how customers will use their own devices to resolve their service issues 

  • Discover how reps will use technology and emerging AI tools to self-automate

Return to this web page to watch the webinar. Contact us at with questions about viewing this webinar. 

Hosted by

Uma Challa

Sr Director Analyst


Brady Holbrook

Director, Advisory

Emily Potosky

Director, Research

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