World News: 13:16 GMT Monday 11th February 2019. [Gartner, Inc. via Businesswire via SPi World News]
Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner, Inc. Customer-facing artificial intelligence (AI), big data, customer activism and rising CRM costs are key priorities for customer service and support leaders this year.
However, the survey of 533 customer service leaders also showed a low-preparedness level to address these issues, despite the rising pressures to increase digital capabilities and enhance the digital experience.
“The propagation of digital technologies and growing customer expectations in the service space are driving the need for greater digital capabilities and a more seamless digital experience,” said Lauren Villeneuve, advisor at Gartner. “With increasing internal and external expectations, service leaders are on the line for mastering digital. Only then will they be able to truly differentiate their organization and help drive growth.”
Gartner identified four imperatives that customer service and support leaders must address for delivering digital customer service in 2019:
“Customer service organizations are rapidly adopting digital channels and capabilities,” added Pete Slease, vice president at Gartner. “While this can be an effective means of fulfilling customer needs and expectations, a common mistake is expanding digital offerings without fully considering what aspects of the digital experience are most valuable to customers and service staff. Gaining these insights as soon as possible and then applying them to decision-making is critical to making the most of digital investments and successfully upskilling digital capabilities.”
Additional details on Gartner’s top priorities for 2019 are available to Gartner for Customer Service & Support Leaders clients in the report 2019 Outlook: 4 Challenges With the Digital Customer Service Experience.
About Gartner for Customer Service & Support Leaders
The customer service and support function is vital to the satisfaction and loyalty of a company’s customer base. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve mission-critical priorities, improve the customer experience and contain costs. Gartner’s research, advice and best practices equip customer service and support leaders to reduce customer effort, optimize service channel strategy, and hire, develop and retain high-potential frontline talent.
Gartner, Inc. (NYSE: IT), is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow.
Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size. To learn more about how we help decision makers fuel the future of business, visit gartner.com.
Business Wire: 13:16 GMT Monday 11th February 2019
SPi News is published by Sector Publishing Intelligence Ltd.
© Sector Publishing Intelligence Ltd 2019. [Admin Only]
Sector Publishing Intelligence Ltd.
Agriculture House, Acland Road, DORCHESTER, Dorset DT1 1EF United Kingdom
Registered in England and Wales number 07519380.