Gartner for Customer Service & Support Leaders

Get actionable, objective insight for you and your team. Gartner for Customer Service & Support Leaders helps you build effective customer-centric strategies and deliver high-quality service experiences.

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Drive Customer Loyalty with Customer Service

While low-effort customer service remains an essential part of service strategy, it's insufficient to drive desired loyalty and growth outcomes. The best CSS organizations capitalize on service interactions to make an impact on loyalty through “value enhancement”. Download our latest research to learn more.

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The Customer Service Experience

Gartner surveyed 4,000 customers around the world, asking them how they interact with and feel about customer service channels today. Our analysis of the results is striking: In at least five ways, customer service and support leaders are clinging to misconceptions about what customers want and how they behave.

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2022 Key Customer Service Priorities

The past two years have been disruptive for the workplace, so it’s more difficult than ever to know if your organization is focusing on the right set of priorities.​ Learn what customer service leaders are focused on in 2022.

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Insights to drive stronger performance

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Research

The Customer Service Chatbot Deployment Guide
Research

Reduce Attrition with Customer Service Rep Flexibility
Research

Improve Digital & Self-Service Effectiveness
Research

The Customer Value Advantage
Article

Are Machine Customers Better Than Human Customers?
Article

How the Great Resignation Is Impacting Customer Experience — and Your Workforce
Insight

2022 Customer Service Trends and Priorities
Insight

Build a Successful Digital Customer Service Strategy

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Client Success Stories

See how Gartner helped other companies achieve their customer service and support goals.

  • Reduce Cost to Serve
  • Transform Hiring Process
  • Improve Service Channels

Reducing Cost to Serve by Improving Customer Loyalty

A senior director of client services turned to Gartner for comprehensive support on improving live service channels and multichannel strategy through tools, expert guidance and research.

Transform the Hiring Process for Frontline Service Talent

To elevate its customer experience, a leading Australian university worked with Gartner to reform its talent management practices for hiring frontline service representatives.

Improve the Effectiveness of Service Channels

1% of Northwestern Mutual’s clients were calling to make payments over the phone, driving approximately 25% of payment processing costs. With Gartner's help, Northwestern Mutual saw a cost savings of almost $1 million.

Gartner delivers actionable, objective insight to executives and their teams.

Drive stronger performance on your mission-critical priorities.