4 Key Customer Insights to Guide Your Service CX Strategies in 2024 and Beyond

Improving customer experience (CX) is the top priority for customer service and support leaders in 2024. But for many service and support functions, control of CX is slipping. Customer expectations are evolving, with the emergence of generative AI, the growing adoption of third-party platforms for self-service and the emergence of new service channel opportunities. Service leaders need to stay informed of customer behaviors and avoid investing based on optimistic technology promises. Join this complimentary Gartner customer experience webinar as Gartner experts review four key insights to inform channel strategies and CX investments in the year ahead and how other organizations have already responded to these developments. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Understand how customers are using generative AI to find answers to their service and support questions

• Learn how customers are seeking to self-resolve their issue and its impact on service and support CX

• Identify self-service containment opportunities that offer cost-saving potential and deliver better CX outcomes

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