Gartner, 2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas

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We are living in an experience economy where businesses are continuously evolving to meet customers' increasingly high expectations. The truth is, customers are willing to pay more for better experiences and many will also abandon a company after only one bad experience. So, what can you do to meet the burgeoning demand for high-quality standards?

Featuring the "2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas" report from Gartner, this informative report identifies:

  • "The biggest barrier to customer service success is moving past the traditional reactive paradigm of the function. There is an acceleration within organizations to become more proactive as they increase their digital footprint and launch new channels.
  • The massive shift toward a remote workforce due to COVID-19 has proven to a lot of businesses that they can successfully shift their operations away from bricks and mortar. This has prompted many leaders to evaluate whether to continue the shift once the pandemic is gone."

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2021 Strategic Roadmap for Customer Service and Support

Gartner, 2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas, 27 January 2021

By Brian Manusama, Customer Service and Support Research Team, Magnus Revang, Bern Elliot, Steve Blood, Nadine LeBlanc, Pri Rathnayake, Deborah Alvord, Jim Robinson, Emily Potosky, Sarah Dibble, Jim Davies 

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