This report is based on Gartner's annual Customer Service and Support Priorities Survey. Each year, we ask customer service leaders to identify their top priorities for the upcoming year. Our goal is to gain a deeper understanding of their current agendas and workflows, as well as to guide the direction of our research for the coming year, with a focus on emerging customer service trends.

In 2026, customer service leaders are placing significant emphasis on agentic AI adoption to enhance customer experience , drive innovation, and meet the increasing complexity of service operations. With the Value-Centered Service (VCS) framework, organizations are focusing on both creating and protecting value by systematically addressing obstacles and aligning priorities across the workforce. This approach is enabling service and support to transition from cost centers to strategic growth drivers. By centering on value, leaders are building resilient organizations capable of sustaining long-term customer loyalty and operational excellence.