{"id":387618,"date":"2021-06-30T10:50:00","date_gmt":"2021-06-30T17:50:00","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/strategic-roadmap-for-customer-service-and-support"},"modified":"2021-07-13T06:35:36","modified_gmt":"2021-07-13T13:35:36","slug":"strategic-roadmap-for-customer-service-and-support","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/strategic-roadmap-for-customer-service-and-support","title":{"rendered":"Strategic Roadmap for Customer Service and Support"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section vib=&#8221;enable&#8221; g_section_text=&#8221;white&#8221; background_color=&#8221;bgc-navy&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]Gartner report<\/p>\n<h1>2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas<\/h1>\n<p>According to Gartner, application leaders for customer service must develop a three-year roadmap to deliver high-impact business outcomes and superior experiences.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1617655314492{margin-bottom: 100px !important;}&#8221;][vc_column width=&#8221;2\/3&#8243; elemental_order=&#8221;order-2&#8243; css=&#8221;.vc_custom_1617655305967{padding-right: 5% !important;}&#8221;][vc_column_text]Customer service centre have traditionally operated as cost centre \u2014 focused on resolving customer issues after the fact and mitigating disloyalty to protect revenue. But the paradigm has shifted.<\/p>\n<p>Now, customer service and support centre are expected to deliver personalised, intelligent and effortless experiences \u2014 at scale \u2014 throughout the entire customer journey. And meeting these expectations requires you to rethink how to deliver seamless customer experiences in a digital-\ufb01rst world.<\/p>\n<p>Get the full Gartner report to learn how to develop a three-year roadmap for delivering high-impact business outcomes and superior experiences. You\u2019ll also get:<\/p>\n<ul>\n<li>Steps to build a proactive customer service strategy and launch new channels<\/li>\n<li>Tips to overcome 10 obstacles to delivering great customer service<\/li>\n<li>Four strategies to differentiate your business throughout the entire customer journey<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; css=&#8221;.vc_custom_1617656378437{background-color: #f3f3f3 !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">Download the Gartner report<\/h2>\n<p>[\/vc_column_text][vc_single_image image=&#8221;389013&#8243; css=&#8221;.vc_custom_1626183248211{padding-bottom: -100px !important;}&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" 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el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label 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data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option 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\"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Strategic Roadmap for Customer Service and Support\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/content.genesys.com\/2021-strategic-roadmap-for-customer-service-and-support-10-dilemmas\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Download now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Download now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p class=\"text-14 text-mid-gray\">2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas, Brian Manusama, Customer Service and Support Research Team, Magnus Revang, Bern<br \/>\nElliot, Steve Blood, Nadine LeBlanc, Pri Rathnayake, Deborah Alvord, Jim Robinson, Emily Potosky, Sarah Dibble, Jim Davies, 27 January 2021.<\/p>\n<p class=\"text-14 text-mid-gray\">GARTNER is a registered trademark and service mark of Gartner, Inc. and\/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section vib=&#8221;enable&#8221; g_section_text=&#8221;white&#8221; background_color=&#8221;bgc-navy&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]Gartner report 2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas According to Gartner, application leaders for customer service must develop a three-year roadmap to deliver high-impact business outcomes and superior experiences.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1617655314492{margin-bottom: 100px !important;}&#8221;][vc_column width=&#8221;2\/3&#8243; elemental_order=&#8221;order-2&#8243; css=&#8221;.vc_custom_1617655305967{padding-right: 5% !important;}&#8221;][vc_column_text]Customer service centre have traditionally operated [&hellip;]<\/p>\n","protected":false},"author":596,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-387618","resources","type-resources","status-publish","hentry","tax_content_type-report-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/387618","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/596"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/387618\/revisions"}],"predecessor-version":[{"id":389020,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/387618\/revisions\/389020"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=387618"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=387618"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=387618"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=387618"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=387618"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=387618"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=387618"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=387618"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=387618"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=387618"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=387618"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}