2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas

Customer service centre have traditionally operated as cost centre — focused on resolving customer issues after the fact and mitigating disloyalty to protect revenue. But the paradigm has shifted.

Now, customer service and support centre are expected to deliver personalised, intelligent and effortless experiences — at scale — throughout the entire customer journey. And meeting these expectations requires you to rethink how to deliver seamless customer experiences in a digital-first world.

Get the full Gartner report to learn how to develop a three-year roadmap for delivering high-impact business outcomes and superior experiences. You’ll also get:

• Steps to build a proactive customer service strategy and launch new channels
• Tips to overcome 10 obstacles to delivering great customer service
• Four strategies to differentiate your business throughout the entire customer journey