According to Gartner’s 2020 agenda poll, 26% of leading service executives feel the investment in digital channels and infrastructure is their top priority for 2020, followed by customer rep training and development, and improving data, VoC & customer service metrics. Benchmarking against peers’ priorities can help service leaders shape their own strategies for 2020.
Service Leaders Top 3 Priorities for 2020
Discover what’s top of mind for service & support leaders
Service leaders strive for a low-effort, high-quality customer experience in 2020
Insights you can use
Are you looking for what service leaders are planning to focus in 2020? Gartner surveyed over 470 service executives worldwide on their top business priorities. The results provide a comprehensive snapshot of which customer service areas service & support leaders should ace to deliver a low-effort and high-quality customer experience.
Priority 1: Service leaders feel the most urgency around digital initiatives
Customer service leaders feel distinct pressure to meet customers’ expectations for digital service channels and keep pace with competitors’ service offerings. As a result, service leaders spend a disproportionate amount of time adding or integrating channels. However, our research finds that this creates a costlier, more complex network of channels to manage without improving the customer experience and insufficient reduction in live volume. Download this free guide to better position your service and support strategy for success.
Priority 2: Change customer behavior calls for more efficient customer service representatives
When service leaders prioritize both customers’ and reps’ experience equally, reps turn out to be 19% more productive and customer satisfaction increases by 11%. Customers try to resolve more issues themselves with self-service options and turn to customer service reps only for complex questions. This calls for service leaders to invest more time in the training and development of reps to boost their productivity.
Priority 3: Derive actionable insights from customer data to provide an exceptional user experience
Service leaders struggle to capture, share and generate value from VoC data. As a first step to improving, service leaders should evaluate their VoC process maturity. Watch Gartner experts Lauren Villeneuve and Sarah Dibble share their insights on why organizations need to place more emphasis on customer engagement tools to drive customer loyalty.
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Gartner topic experts
The Gartner customer service and support research team includes experts worldwide.
Jason Barberio
Sr Principal, Advisory
Amie Binning
Principal, Advisory
Kim Dans
Sr Director Analyst
Mark R. Dauigoy
Sr Director, Advisory
Philip Jenkins
Sr Director Analyst
Matthew P. Kiel
VP, Team Manager
Brian Manusama
Sr Director, Analyst
Devin F. Poole
Sr Director, Advisory
John Quaglietta
Sr Director Analyst
Andrew Schumacher
Sr Principal, Advisory
Peter Slease
VP, Team Manager
Allegra Ubbes
Sr Specialist, Advisory
Lauren Villeneuve
Sr Principal, Advisory
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