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.
- Gartner client? Log in for personalized search results.
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.
I want to know more about:
Webinar: Business Implications of U.S. Federal Policy Changes
Hear from Gartner experts on how clients from across the C-suite are taking action and leading in times of change.
Transform Service & Support with the Human-AI Workforce
While the concept of a fully “agentless” future is often discussed, service and support agents continue to play a vital role as AI adoption accelerates. Organizations that focus solely on labor cuts risk operational disruption and increased costs. True transformation comes from workforce reshaping: investing in specialized roles, enhancing training, and modernizing infrastructure.
Download the State of the Human-AI Workforce report to start driving growth through enhanced service and balancing efficiency with organizational goals.
Webinar: Level Up Knowledge Management for Customer Service and Support
More than 90% of service and support leaders feel pressure from executives to implement AI, driving renewed focus on knowledge management. Join this Gartner webinar to discover the defining characteristics of effective KM programs and the common mistakes that often undermine both KM and AI initiatives.
eBook: The Future of Customer Service Agents and AI
Future service agent roles will be defined by how organizations use AI. Download this eBook to learn about a framework for future agent roles by determining whether AI will be an autonomous decision maker or teammate, and whether cost or customer experience takes priority.
Insights to drive stronger performance
Attend a Conference
Join Gartner experts and your peers to accelerate growth
Gather alongside fellow leaders to gain insight on emerging trends, receive one-on-one guidance from Gartner experts and create a strategy to tackle your priorities head-on.
4 – 5 Nov 2026
Gartner Customer Service & Support Conference
Denver, CO
Client Success Stories
See how Gartner helped other companies achieve their customer service and support goals.
- Reduce Cost to Serve
- Transform Hiring Process
- Improve Service Channels
- Empower Customer Service Reps
Reducing Cost to Serve by Improving Customer Loyalty
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.
