Complex Customer Service Journeys

Leaders must understand and strategize ways to improve the customer experience despite increasingly complex paths to issue resolution.

Customers have significantly redefined “fast and easy resolution” — what it means, how they seek help, and the role that customer service reps plays.

Rethink Your Digital Self-Service Strategy

Establish a strategy that prioritizes resolution, not channel choice.

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Gartner for Customer Service & Support Leaders clients can read more Resolution Redefined.

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