Each year, Gartner surveys hundreds of customer service and support leaders to identify their strategic priorities and investments for the year ahead, helping leaders more confidently benchmark their own strategic planning decisions.
Download our infographic to understand customer service priorities for the CSS function and perspective on challenges expected in the coming year.
Are you looking for what service leaders are planning to focus on in 2022? Gartner surveyed service executives worldwide on their top business priorities. The results provide a comprehensive snapshot of which customer service trends and anticipated challenges service and support leaders are focussed on for 2022.
74% of respondents say improving content and knowledge delivery to customers and employees is “important” or “very important. The greatest challenges with extracting value from knowledge management systems (KMS) are keeping the information current, having a single source of truth, and guiding customers.
To find out more, download the Guide to Customer Service Experience.
74% of respondents say creating a seamless customer journey across assisted and self-service channels is “important” or “very important. CSS organisations are investing a lot in new customer-facing channels and enhancing capabilities in existing channels. The goal of business growth is best achieved via positive CX outcomes, so self-service containment is most important, but if not contained then the experience must feel synced across channels.
To have a seamless customer experience, download the insights to Drive Dynamic Customer Engagement.
The past two years have been disruptive for the workplace, so it’s more difficult than ever to know if your organisation is focusing on the right set of priorities. In order to effectively tackle these priorities, you must shift your budget to focus on technology spend. In fact, technology spend is expected to have substantial expected growth throughout 2022, with notably less spend expected for both facilities and T&E.
To leverage technology within customer service, download Customer Service AI Use Case Prism.
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Matthew Hurst, Senior Director of Client Services for DealerTrack DMS at Cox Auto, shares how Gartner helped Cox to optimise its service function by improving contact resolution and same-day resolution rates significantly. Through his access to Gartner's client partners, the client successfully changed the culture within his contact centre, improved client experience and received the support to lead his function with confidence.
Gartner is a trusted advisor and an objective resource for more than 14,000 organisations in 100+ countries.
Our research helps service and support leaders optimise service structure and skills with the latest trends, opportunities and best-practice solutions that are shaping customer service functions across regions and industries
