The Gartner 2025 Leadership Vision for Customer Service and Support

For decades, customer service and support organizations have been transitioning towards digital self-service, yet many still find themselves reliant on traditional telephony operations. With the evolution of technology like GenAI, leaders must prepare for their convergence and what that means for their customers, employees and themselves. To thrive in this evolving landscape, service and support leaders must drive better ROI from technology investments, tailor digital service offerings to meet customer preferences for conversational engagement and restructure their organizations to enhance customer interaction outcomes. Join this complimentary Gartner webinar as Gartner experts share how to tackle these challenges head-on and craft a strategic vision for your service and support organization in 2025. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Become a digital vanguard to lead service technology strategy and execution

• Structure service delivery around individualized conversations

• Leverage data to add value and identify opportunities for growth

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.