Earlier this year, Gartner released a strategic roadmap for customer service organizations to help them navigate what customer service and support looks like in 2021 after being upended by the pandemic last year.
In this report, Gartner analysts highlight the top 10 dilemmas customer service organizations will face as they rethink their operations to show resilience to current and new digital business models.
Download the full report, courtesy of Uniphore, to learn more about:
- The continued impact of WFH trends on customer service organizations, and how organizations should look to move forward as we move towards a post-pandemic world
- How to streamline customer experience in a digital-first world
- The need for “total experience” that focuses on both employee experience (EX) and customer experience (CX) to drive customer satisfaction
Gartner, 2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas, 27 January 2021, By Brian Manusama, Magnus Revang, Bern Elliot, Steve Blood, Nadine LeBlanc, Pri Rathnayake, Deborah Alvord, Jim Robinson, Emily Potosky, Sarah Dibble, Jim Davies.
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