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Gartner Identifies the Top Three Priorities for Service and Support Leaders in 2020

Gartner Survey Provides Insight Into What Will Be Top of Mind in 2020 for Customer Service and Support Leaders

Source | | STAMFORD

Digital channels and infrastructure, customer service representatives, and data, voice of the customer (VoC) and customer service metrics make up the top three priorities for customer service and support leaders and their organizations’ success going into 2020, according to Gartner, Inc.

“Customer service and support leaders face increased pressure from leadership on the role of the service function in improving operational excellence and growing the business,” says Lauren Villeneuve, senior principal at Gartner. “Given this environment, it’s unsurprising that customer service and support leaders’ top 2020 priorities are rooted in customer experience, service reps and data. These priorities, overall, are very similar to what we’ve seen in the past — but looking into 2020, we also see subtle, but very important, differences.”

The Gartner 2020 Agenda Poll asked customer service and support leaders from 42 organizations, both B2B and B2C, about their top priorities and the underlying challenges they will need to overcome to successfully execute on these priorities.

Priority 1: Digital channels and infrastructure

To keep up with customer expectations and competitors, many service organizations add and integrate more digital self-service offerings into their portfolios, hoping these new investments will displace costlier live contacts and improve customer experience (CX). However, Gartner research shows these strategies aren’t paying off.

“The add-and-integrate strategy ends up costing organizations more money and doesn’t bring any improvement across customer experience metrics, either,” said Ms. Villeneuve. “To truly tackle this issue, service leaders must progress beyond adding new channels and capabilities to making the functional transformation into a self-service-dominant organization.”

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