The Future of Customer Service: 5 Emerging Trends To Watch

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    Customer service leaders must prepare for five emerging trends that will require service organisations to deliver not only better customer service experiences but also different in-kind service experiences. These five trends will shift:

    • Where service happens—often outside of company-owned channels 
    • When service happens—before the customer even knew there was a problem
    • Who performs and initiates service—increasingly machines, not human customers
    • Why service happens—to help the customer get more out of the product

    The future of customer service is contextualised, predictive, value-focussed, and ubiquitous. Are you ready? Download our playbook. 

     

    About the Future of Customer Service Research

    In 2025 and beyond, customer service and support organisations will look markedly different than they do today. As they unlock the power of data and analytics—and automate basic issue resolution tasks—service and support organisations will increasingly predict and even prevent service issues. This will lead to a fundamental shift of the purpose of the function as leaders reorientate their investments and strategies from mitigating costs to also delivering value—internally and to customers.

    Our analysis highlights five trends that will push service and support functions towards achieving this future vision. This research is based on conversations with customer service and support leaders, and experts throughout Gartner, and leverages data from numerous Gartner surveys. Download our playbook, The Future of Customer Service, to learn more.