Explore emerging customer service trends, priorities and action steps to drive business impact
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Top 5 Customer Service Trends and Priorities that Matter Most in 2025
Key Customer Service Trends in 2025
Curious about how customer service trends are shaping the future? Explore the dramatic shift in priorities as organizations move from traditional operational efficiency to innovative growth strategies
Download this Gartner Top Priorities report to dive deeper into the 2025 customer service trends and benchmark your function against your peers. You’ll discover:
- Five mission-critical priorities for customer service organizations
- Trends driving each customer service priority and why action is imperative
- Recommended actions to lead your service function in the year ahead
About the Customer Service Trends & Priorities Report
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 2025, customer service leaders are placing strong emphasis on deploying conversational generative AI (GenAI) to revolutionize customer interactions and support enterprise growth through strategic upselling and cross-selling. This reflects a broader shift towards integrating advanced technology to not only enhance customer experience but also drive revenue and operational excellence. These priorities reflect the evolving customer service trends that are shaping the industry.
Top Customer Service Trends & Priorities FAQs
What are the top customer service trends for 2025?
The top customer service trends include the integration of conversational generative AI (GenAI) to enhance customer interactions, a focus on enterprise growth through strategic upselling and cross-selling, increased emphasis on technology literacy among service leaders, the optimization of knowledge management practices for AI applications, and the sharing of customer insights to drive product and service improvements.
Why is technology literacy important for customer service leaders?
Technology literacy is crucial for customer service leaders to navigate emerging customer service trends. The Gartner Executive Leadership Survey indicates that a lack of technology acumen is a career barrier for many leaders. They must understand AI capabilities to identify opportunities and collaborate with IT to implement effective solutions, driving both customer satisfaction and enterprise growth.
What is the importance of customer service trends and priorities?
Customer service leaders can use the latest customer service trends and priorities to craft their strategic plans for the upcoming year to align with future business needs. They can also proactively prioritize activities to ensure their customer service function can drive business impact.