This month's Gartner news roundup for Customer Service & Support ?? ?? CMSWire: Top Contact Center Trends to Watch in 2025: https://bit.ly/4iDxKif? ?? Customer Think: 10 Key Questions CPG Leaders Should Ask About Customer-First Strategies for Expanded Loyalty: https://bit.ly/3DfBsjq? ?? CX Today: Google Is Creating a Chatbot That Will Take Calls on Your Behalf: https://bit.ly/4kCcqvl? ?? CX Today: HP Deliberately Makes Customers Wait 15 Minutes for Service, Backs Down After Fiery Feedback: https://bit.ly/4kElIXK? ?? CRM Magazine: GenAI Will Resolve 40 Percent of Customer Service Issues by 2027: https://bit.ly/41Ac4g7 #GartnerCSS #Trends #CustomerService #DigitalInnovation
Gartner for Customer Service & Support
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Stamford，Connecticut 5,757 位关注者
Gartner delivers actionable, objective insight to Heads of Customer Service & Support and their teams.
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Gartner for Customer Service & Support provides Heads of Customer Service and customer care executives with actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. At Gartner, we guide the leaders who shape the world. Execute on actionable, objective insight you — and your stakeholders — can trust. -Get the latest insights: https://www.gartner.com/en/insights Leverage our experts to make sense of trends and anticipate the obstacles that you need to overcome. -Sign up for our newsletters: https://www.gartner.com/en/newsletter-signup Use our practical tools to see the clear path to decisions about people, process and technology. -View benchmarks, framework, ranking and more: https://www.gartner.com/en/tools Tap into the power of your peers. Connections, conversations and actionable advice from our robust peer community. -Connect with peers: https://www.gartner.com/en/connect-with-peers Join forward-thinking leaders at events that accelerate learning, guide decision making, and identify important trends. -Explore our conferences: https://www.gartner.com/en/conferences Work with specialized local experts in your industry — wherever you are. -Join our expert webinars: https://www.gartner.com/en/experts Become a client: https://www.gartner.com/en/become-a-client Gartner social media community guidelines: https://gtnr.it/3tceMrU
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Gartner for Customer Service & Support的外部链接
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动态
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Generative AI is set to revolutionize customer communication by simplifying interactions across various platforms. Prepare your service and support leaders to offer seamless transitions between voice, chat, and video within a single interaction: https://gtnr.it/4iKTU2N #GartnerCSS #CustomerService #CustomerCommunication #AI
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AI is rapidly evolving with trends like agentic AI, small language models, and composite AI. Join our complimentary webinar to explore the most important AI trends for 2025, focusing on making AI more valuable, actionable, and trustworthy: https://gtnr.it/4bQ1E0S #AI #Leadership #Innovation
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Self-service should integrate seamlessly into your overall customer engagement strategy. Discover how future-state self-service treats self service as a product to create a seamless customer journey supported by metrics, AI and knowledge management: https://gtnr.it/4bCtwW2 #GartnerCSS #SelfService #CustomerEngagement #AI
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Many organizations view customer journey mapping as a stand-alone activity, missing out on its full potential. Learn how guiding customers to the best-fit channels and resources can deliver optimal outcomes for the customer and your service function: https://gtnr.it/4j1PioE #GartnerCSS #CustomerExperience #CustomerService #CustomerJourney
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High-success customer service organizations balance their goals instead of just emphasizing reducing volume in assisted channels. Learn more about optimizing goal-oriented journeys that support positive customer service experiences: https://gtnr.it/4iTcmpn #GartnerCSS #CustomerService #CustomerExperience
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According to Gartner, customer service leaders should strategically integrate agentic AI to boost efficiency and redefine service roles. Daniel O’Sullivan, Gartner Senior Director Analyst shares how leaders can effectively harness the potential of agentic AI, address workforce concerns, and equip themselves with the skills and strategies needed to thrive in this evolving landscape. Read more: https://gtnr.it/4iFXR8V #GartnerCSS #AgenticAI #CustomerService #Innovation
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Outsourcing is often viewed as a way to provide cost-efficient customer service but these partnerships can offer more than just cost savings. Discover the steps you should take to get the most out of your BPO partnerships ?? https://gtnr.it/4bSsLIG #GartnerCSS #CustomerService #Outsourcing #BPO
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90% of customer service leaders want to improve the current 14% self-service success rate. To enhance modern service delivery and meet evolving customer demands, focus on these key areas: https://gtnr.it/3DICLHL #GartnerCSS #SelfService #CustomerService #CX
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As artificial intelligence evolves, balancing human and automated efforts is key to driving innovation in service delivery. Tune in to our live event to discover how to navigate the complex AI landscape: https://gtnr.it/4j0jlgD #GartnerCSS #AI #CustomerService #Innovation#CX
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