Each year, Gartner surveys hundreds of service leaders to understand their views on their organization’s most pressing business goals for the year ahead, helping them confidently benchmark their strategic planning decisions.
Download our latest survey findings to understand customer service priorities for the customer service and support function and perspective on challenges expected in the coming year.
Gartner's insights, data, and tools provide a comprehensive snapshot of which trends and challenges leaders are focused on in 2023. Watch our Top Priorities webinar to learn what actions you can take to achieve your business objectives.
63% of service and support leaders say improving their operations is among their most important goals for 2023. As customer expectations continue to rise and simple issues are resolved with self-service, service leaders need to ensure their service and support functions remain flexible to customer needs.
To increase self-service effectiveness and improve the customer experience, download the Customer Self-Service Portal guide.
58% of leaders stated that growing the business is one of their most important goals in 2023, as they face pressures to pivot their service function to contribute to topline revenue. Tackling inefficiencies and making the right trade-offs can help improve profitability and combat persistent economic headwinds.
Learn how to position your service function for long-term success, download the Recession Playbook.
Understanding customers’ needs and expectations for the service experience is integral to improving loyalty and creating customer value. To achieve your 2023 goals, you should focus on collecting actionable customer data across channels through a robust voice of customer program to improve your customer experience strategy.
Watch our webinar, Go Beyond Surveys for a Successful Voice of Customer Program.
Alice Sesay Pope, Vice President of Global Device, Digital, and Alexa Support at Amazon shares how Gartner's Value Enhancement Score is helping Amazon find new ways to gauge the customer experience and exceed customer expectations.
Customer service and support leaders must prepare for five emerging customer service trends that will shape their function through 2023 and beyond:
The future of customer service and support is contextualized, predictive, value-focused and ubiquitous.
In the years ahead, customer service and support organizations will look markedly different than they do today. As they unlock the power of data and analytics — and automate basic issue resolution tasks — service and support organizations will increasingly predict and even prevent service issues. This will lead to a fundamental shift of the purpose of the function as leaders reorient their investments and strategies from mitigating costs to also delivering value — internally and to customers.
Customer service leaders report that their key priorities for 2023 are improving operations, growing the business and executing business transformations. To accomplish these goals, customer service leaders plan to focus on on collecting and using customer data.
Customer service is a top priority because it inspires customer loyalty and makes employees' jobs easier. By providing great customer service, organizations can recover customer acquisition costs, retain talent, generate referrals, increase customer lifetime value and foster brand loyalty.
Gartner is a trusted advisor and an objective resource for more than 15,000 enterprises in 100+ countries.
Our research helps service and support leaders optimize service structure and skills with the latest trends, opportunities and best-practice solutions that are shaping customer service functions across regions and industries
