2023 Gartner® Strategic Roadmap for Customer Service and Support Tech

Over the next 3-5 years, leading customer service organizations are expected to undergo a transformation focused around the following priorities:

  • Shifting from being reactive to customer needs, to using insights and analytics to define more personalized, proactive and consistent engagements for customers.
  • Leverage conversational-based artificial intelligence (AI) to automate responses where possible, and to augment assisted-service engagement where required.
  • Change the service emphasis from being cost-driven to focusing on value enhancement, positively impacting brand perception and customer loyalty.

This transformation will be a complex, multiyear journey that involves changes across several areas of the organization. Technology investment will be at the core of this transformation, as it will be used to bridge gaps between the current and future state of CSS.

In this report, Gartner has provided a framework to define and execute the strategy for the transformation of CSS technology. Based around eight building blocks of customer service and support, this report shares best practices and expert guidance for a successful transition. This report will provide a roadmap for brands to start the process, though action items and the order of execution will vary based on nuances of each organization. Download the report today to begin the process today!

Gartner, 2023 Strategic Roadmap for Customer Service and Support Technology, Steve Blood, Wynn White, Drew Kraus, Pri Rathnayake, David Norrie, Jim Robinson, Bern Elliot, Daniel O'Sullivan, 14 February 2023

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