Customer Service Research

Evaluate the effectiveness of your customer service and support function using objective, peer-based performance standards.

Evaluate your organization’s self-service website across eleven foundational customer support capabilities.

Explore innovative approaches that transform your customer experience strategy, leveraging behavioral data and technology to create more meaningful customer journeys.

Transform your service department by adopting high-impact customer service AI use cases, supported by data-driven scoring and strategic prioritization.

Download the Gartner Customer Service Strategy Toolkit to get insights, best-practice examples, and a customizable one-page template to build and communicate your customer service strategic plan.

Prepare for the future of customer service with AI-driven strategies. Download our guide to uncover how AI is changing service delivery, enhancing customer interactions, and creating enterprise value.

Discover strategies to align customer service technology with business objectives and maximize investment value. Download this Gartner guide to understand the importance of aligning technology with business needs to avoid regret and maximize outcomes.

Discover how AI is revolutionizing the responsibilities and skill sets of customer service agents in modern organizations. Download the Gartner report to explore strategic frameworks and actionable insights for adapting to these changes.

Download the 2025 Customer Service Leadership Vision report to uncover three major trends that will shape service and support organizations in 2025 and beyond.

Download our research to learn about common challenges and our recommendations to maintain your customer service reps' morale and productivity in a remote setting.

Explore best practices and strategies to elevate customer service value and drive sustainable growth. Use this Gartner guide to design a value exchange that ensures customers realize promised benefits and achieve their objectives efficiently.

Explore effective strategies for implementing AI-powered customer service solutions. Use this Gartner guide to uncover the benefits of generative AI and how to leverage it effectively.