Actionable insight, guidance and tools to enable you to build effective customer-centric strategies and deliver high-quality service experiences
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Membership Overview
What Is Gartner for Customer Service & Support?
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.
How we support your priorities
Assess your current state
Develop your strategic plan
Execute and drive change
Stay ahead of the curve
What’s included in a Gartner for Customer Service & Support membership?
Expert guidance to help you tackle your most critical priorities
Gartner for Customer Service and Support Leaders helps you prioritize time and resources on what matters most. Our insights, guidance, and tools focus on Mission-Critical Priorities (MCPs)—the imperatives that drive results for your business and stakeholders.
We focus on the highest impact priorities for senior Customer Service & Support leaders—from unlocking value with AI to optimizing costs and leading change— decisions that drive impact. With step-by-step guidance and clear Journey Steps, Gartner helps you move confidently from strategy to execution.
Actionable insights for your everyday organizational needs
Gartner for Customer Service and Support Leaders also equips you to tackle Perennial Priorities by connecting enterprise strategy to the functional decisions that drive performance.
Backed by over 510,000 client discussions and 23,000 vendor conversations and 200,000 AI queries, Gartner gives you access to more C level strategies, tools, and best practices than any other source.
- AskGartner AI for instant, contextual answers and summaries
- Case studies showcasing peer-tested strategies and measurable outcomes
- Magic Quadrants and Market Guides for smarter tech decisions
- Enterprise leadership insights to enhance C-suite collaboration
Decision Tools
Get benchmarks, assessments and guides to drive stronger performance.
Must-Attend Events
Gartner events cover today’s key issues and emerging trends. Get inspired by thought leaders, discover technology solutions and connect with peers to share ideas, lessons learned and best practices.
Customer Service & Support Webinars
Live and on-demand virtual events feature Gartner Customer Service & Support experts and peer best practices.
Peer Connections
Get access to a community of industry leaders who have the right experience to help. Follow peer-led discussions and polls on best practices, trending topics, and technology ratings and reviews to support your mission-critical priorities.
What are the benefits?
Direct cost savings
We review your customer service technology contracts with deep understanding of providers, terms and pricing to uncover risks and cost savings.
Budget justification
Secure funding for key initiatives and staff using our annual budget and spend benchmarks tailored for your organization.
Execution speed
Use customizable tools and templates to speed execution of your key initiatives and deliver faster results.
Decision speed
On average, organizations take eight to nine months to make decisions. We reduce that decision time frame by 30% to 60% with our trusted insight.
Risk mitigation
Use real-time visibility into evolving approaches, lessons learned and data from peer companies.
Extension of your staff
Customer service and support experts are available on demand around the world to support your changing priorities across the year.
How Gartner clients have achieved success
- UGI Utilities, Inc.
- Northwestern Mutual
- Cox Automotive
Client
UGI Utilities, Inc.
Energy
11,000 employees
Becky Eshbach
Senior Director of Customer Success
Achieved an understanding of the employee voice and where the company’s focus should be for the future
Reduced employee turnover by half in comparison to the prior six months
Discovered what areas of the business need additional coaching to increase engagement
Client
Northwestern Mutual
Financial Services
6,700+ employees
Developed an intentional change management strategy through use of Gartner insight
Reduced payment call volume by 55% by identifying web or automatic payments as a company-preferred channel for accepting payments
Saved nearly $260K by not mailing bills to policyholders
Client
Cox Automotive
Automotive Software
10,000 employees
Matthew Hurst
Senior Director of Client Services
Raised first-contact resolution rates from 62% to 80%, with same-day resolution rates increasing to 90% from 76%
Decreased speed to answer to less than one minute from six and a half minutes
Utilized the Customer Service Rep Experience research to develop a high-quality staff coaching plan
Drive stronger performance on your mission-critical priorities.