Gartner for Customer Service & Support Leaders

Get actionable, objective insight for you and your team. Gartner for Customer Service & Support Leaders helps you build effective customer-centric strategies and deliver high-quality service experiences.

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5 Emerging Customer Service Trends To Watch

Forward-looking customer service and support organizations are shifting from a reactive strategy designed to limit costs to a predictive strategy that delivers additional value to customers.

Download our latest research to learn:

  • Trends that will have the biggest impact on customer service and support over the next 3-5 years
  • Actionable research insights to support your organization’s strategic plan
  • How to stay ahead of coming disruptions to customer service and support organizations

Optimize Rep Productivity With a Connected Tech Strategy

Gartner research reveals a new strategy to help you bridge the gap between technology and talent to support your reps’ performance in a scalable way, and deliver better service to your customers.

Strategic Planning Guide for Customer Service Leaders

Effective customer service strategic planning connects your enterprise strategy to specific initiatives for your function. Create a Customer Service strategy built for success with this guide and free template.

Client Success Stories

See how Gartner helped other companies achieve their customer service and support goals.

Reducing Cost to Serve by Improving Customer Loyalty

A senior director of client services turned to Gartner for comprehensive support on improving live service channels and multichannel strategy through tools, expert guidance and research.

Transform the Hiring Process for Frontline Service Talent

To elevate its customer experience, a leading Australian university worked with Gartner to reform its talent management practices for hiring frontline service representatives.

Improve the Effectiveness of Service Channels

1% of Northwestern Mutual’s clients were calling to make payments over the phone, driving approximately 25% of payment processing costs. With Gartner's help, Northwestern Mutual saw a cost savings of almost $1 million.

Empowering the Customer Service Rep

A new-to-role Sr. Director at UGI Utilities turned to Garter for help decreasing employee turnover and improving operating expenses. With Gartner Support they were able to reduce turnover by half in comparison to the prior six months.

Gartner delivers actionable, objective insight to executives and their teams.

Drive stronger performance on your mission-critical priorities.