Gartner Shares 2023 Strategic Roadmap for Customer Service and Support Technology

How do you meet your operational goals and strategic priorities? For CRM, customer service, and contact center leaders, it takes a redefinition of customer experience.

In this report, Gartner® shares eight building blocks of customer service and support, offering a framework to help define your technology strategy.

Inside, you will learn how aligning your business-, customers, and IT can make the path towards CX improvements far clearer and more impactful.

Attribution: Gartner, 2023 Strategic Roadmap for Customer Service and Support Technology , Steve Blood, Wynn White, and 6 more,14 February 2023.

Disclaimer: GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Read the Gartner 2023 Strategic Roadmap Report

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Eight Building Blocks of Customer Service

Gartner has identified 8 crucial buildings blocks that work together as a framework for customer service improvements.

On the business alignment side, Gartner says that vision, strategy, and metrics are critical to get right.

Regarding customer alignment, Gartner pointed to customer experience (CX), organizational collaboration, and processes as key.

And finally for IT alignment, information and insight as well as technology were highlighted as especially important areas of focus.

Gartner found that siloed, departmental approaches to managing customer relationships have led to fragmented investments in customer service technology, contributing to the customer management industrial complex.

The CX Imperative

Gartner mentions customer experience as a higher priority area for focus, stating that:  

  1. Assess existing service process capabilities, and consider the requirements needed to shift to more empathetic and coordinated methods of engagement
  2. Develop customer journey maps that include customer relationship stages. Then, update internal CX-related process design to meet customers at each stage of the relationship.
  3. Measure service initiatives using CX metrics that are tied to enterprise-level goals, commonly focused on value, loyalty and retention.
  4. Audit your service technology, data, analytics and AI capabilities. Do your existing capabilities support legacy or future objectives? Can you sense where a customer is in relation to you? Do employees or systems have what they need to take effective action?
  5. Collaborate cross-functionally with teams throughout the enterprise on CX and analytics initiatives. Gather, share and discuss insights to improve your collective understanding of the customer journey.
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Gartner Report on Customer Service and Support Technology

With a detailed strategic exploration of the eight building blocks of better customer experience and customer service success, Gartner shares insights and strategic guidance in this report to help you build a better customer experience.

Verint solutions are designed to be at the forefront of innovation, including full lifecycle CX, feedback, and the omnichannel customer experience. Our VoC capabilities are no exception.

Find out more about Verint Experience Management
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