Tag: customer service and support

Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028. Drew Kraus ...

A Gartner survey of 497 B2B and B2C customers from December 2022 through February 2023 reveals that only 8% of ...

A Gartner online survey of 888 customer service reps (CSRs) and support specialists from August 2022 revealed access to legacy ...

In a Gartner online survey of 283 customer service and support leaders from August-October 2022, 84% of customer service and ...

According to Gartner, the four pillars driving technology innovation across customer service and support (CSS) organisations are getting connected, process ...

Gartner predicts that by 2027, chatbots will become the primary customer service channel for roughly a quarter of organisations. Uma ...

Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they ...

Insights, user experience and process improvement are three ways artificial intelligence (AI) can benefit customer service organizations. Gartner suggests service ...

By 2026, 75% of customers who call customer service and support organizations will do so out of loneliness, not because ...

Sixty-four per cent of customer service and support (CS&S) leaders report “grow the business” is their most critical priority in ...

Gartner research signals a shift from rep-enablement technologies to increasing focus and investments in understanding customers through analytics

Gartner says rampant rep disengagement could lead to poor customer service experience and economic cost

Companies in APAC must meet rapidly increasing digital customer service needs or risk falling behind,

Gartner says Customer Service and Support leaders accelerate self-service initiatives due to COVID-19 impact on service contact volumes

Gartner survey reveals 70% of customer service and support employees want to continue working from home after the pandemic ends

Gartner says CS&S priorities for 2021 will include greater use of self-service and enhancing digital channels

Are the days of mobile apps numbered? Gartner predicts that by 2025, 80% of customer service organizations will have abandoned ...

Gartner customer service and support leaders must transform their service experience with dynamic customer engagement (DCE) to enable personalized proactive ...

Customer Service and Support technology investments must be scrutinized for their ability to deliver on customer experience goals

Service organizations must adapt leadership approaches, performance management and incentive programs to keep workforce engaged

The Zendesk Customer Experience Trends Report 2020 says ease and excellence of customer experience has a direct impact on customer ...

CS&S leaders face increased pressure from leadership on the role of the service function in improving operational excellence and growing ...