Gartner for Customer Service and Support Leaders

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

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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. Download our latest research to learn the top trends, channels and behaviours to watch in 2022.

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Reduce Call Center Attrition

Only one in three customer service reps are engaged, and disengaged reps are 84% more likely to look for a new job. Gain an understanding of what is leading to high call center attrition, how rep disengagement creates a poor customer experience and increases costs, and how to improve your talent management strategy.

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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 organisation 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

Research

Head of Customer Service & Support Leadership Vision
Research

Recession Playbook for Customer Service Leaders
Research

How to Create a Customer Service Strategic Plan | Template | Gartner
Research

Improve Digital & Self-Service Effectiveness
Insight

Improve Customer Experience to Gain Loyalty
Insight

2022 Customer Service Trends and Priorities
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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 Front-Line Service Talent

To elevate its customer experience, a leading Australian university worked with Gartner to reform its talent management practices for hiring front-line 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.