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Gartner Report:

2019 Strategic Roadmap for Customer Service and Support Technologies

Getting ready for a better customer experience?

According to Gartner, “application leaders for customer service are having to address both shifting customer and employee demands, and the complexity introduced by technology.”1

Businesses are responding to these challenges by consolidating customer service and support technologies to focus on opportunities that support the customer service journey.

In this Gartner report, we believe you will learn more about:

  • The continuous shift in customer and employee demands and its challenges
  • Four key technology components that assist in providing optimal customer service
  • A five-year roadmap to deliver effortless customer service and support experiences

As Gartner states, “without personalized, effortless and contextualized customer service and support, it’s impossible to provide a great customer experience.”2

Get your complimentary copy of the report today!


1, 2 Gartner, Gartner Report: 2019 Strategic Roadmap for Customer Service and Support Technologies, Brian Manusama, Simon Harrison, Jim Davies, Drew Kraus, Steve Blood, Olive Huang, Jim Robinson, Nadine LeBlanc, 7 May 2019

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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