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1、1Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024Future-forward insights to meet challenges and drive successTop Priorities for Customer Service Leaders in 20242Gartner for Customer Service Leaders Follow Us on LinkedIn Be

2、come a Client Top Priorities for Customer Service Leaders in 2024Top priorities for customer service leaders in 2024We interviewed and surveyed more than 250 customer service leaders across all major industries to identify their most pressing priorities and key challenges for 2024.Improving the cust

3、omer experience was the most commonly cited priority,followed by employing analytics for voice of the customer(VoC)and improving operations.*Percentage of respondents who indicated this was a significant priority Source:Gartner01Improve customer experience06Improve customer loyalty 02Employ analytic

4、s to understand VoC07Improve self-service adoption03Improve operations08Improve self-service success/containment 04Improve customer retention 09Enable employees with technology 05Employ analytics to support operations efficiency 10Improve employee productivity 86%*64%64%64%62%61%70%*69%*65%64%3Gartn

5、er for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024Achieving priorities:3 key areas of focus for 2024Customer service and support leaders priorities for 2024 reflect their role in guiding what needs to be accomplished using techno

6、logy and how to accomplish it.They describe 2024 as a year to make progress in three key areas:Self-serviceGiven how many younger customers will simply give up if they cant resolve an issue on their own,forward-looking leaders are evolving self-service strategy to provide more engagement and problem

7、-solving resources.GenAIDespite concerns about limited impact and unknown risks,organizations will adopt an incremental approach to implementing employee-facing GenAI use cases,particularly GenAI chatbots that assist representatives.Customer journey analytics(CJA)Organizations will gain a comprehens

8、ive understanding of customer needs through end-to-end customer journeys,including by investing in the CJA market.4Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024Self-serviceCommon challenge for service leadersTwenty-eigh

9、t percent of all customers reported they are most likely to quit trying to solve a problem with a product or service,rather than reach out to an agent for help,if they cannot find a solution themselves online.Thirty-eight percent of millennial and Gen Z customers responding to our survey expressed a

10、“self-service or no service”mindset.As the younger generations make up an increasingly larger proportion of the customer base,this trend is becoming a more significant challenge for organizations that are not actively building up their self-service capabilities.Generational differences in customer s

11、ervice abandonmentIf cant find the answer myself onlineIf I call and have to wait on hold for too longIf I cant find an answer from the first person I reachIf I cant find an answer after contacting multiple peopleGen Z(n=677)39%24%6%31%Millennials(n=2,129)38%26%6%30%Gen X(n=1,676)28%28%5%39%Baby Boo

12、mers(n=1,453)11%28%6%55%n=varies Q.When are you most likely to give up solving a problem you have with a product or service?Source:2023 Gartner State of the Customer Survey5Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024S

13、elf-serviceCustomer self-service foundational capabilitiesCustomer Self-Service ExperienceExternal and Site SearchCommunity EngagementReporting and AnalyticsVirtual Customer Assistants and BotsContent,Knowledge and EducationPersonalizationUsability,Design and NavigationAssisted SupportToolsGlobaliza

14、tionCase ManagementRecommended actionTool to get started:Self-Service Experience AssessmentSource:GartnerIdentify common issues that customers dont want to contact an agent about and create resources to help customers resolve those issues in self-service by:Building self-service options to promote e

15、ngagement,not just deflect calls Proactively connecting customers to agents for key issue types Creating a seamless transition from self-service to assisted service6Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024GenAIComm

16、on challenge for service leadersAmong those who reported having familiarity with their enterprises GenAI strategy,83%say that their enterprises either have plans to invest in GenAI or have done so already.Moreover,61%of these service and support leaders feel some or a lot of pressure from executives

17、 in their enterprise to adopt GenAI specifically within their function,yet they are unsure of the impact of GenAI use cases.Percentage of service leaders who expect each GenAI use case will have a high impact on their organization over the next 12-18 monthsVirtual customer assistantVirtual agent ass

18、istantContent generationCall summarizationVirtual channel assistantReal-time speech/text translationContent analyticsContent utility48%36%28%28%24%24%21%8%n=90-129 Q.Considering potential revenue,cost savings,or productivity improvements overall,how much impact do you believe the following generativ

19、e AI applications will have on your organization over the next 12-18 months?Source:2024 Gartner Customer Service and Support Priorities Survey7Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024Example GenAI roadmap for servi

20、ce and supportRecommended actionTool to get started:Customer Service AI Use Case PrismGenAICustomer service and support leaders should develop an incremental GenAI strategy by:Prioritizing GenAI use cases in the short to midterm to help agents be more efficient,rather than pursuing customer-facing u

21、se cases Relying on vendors to shoulder the bulk of risk associated with developing the technology Building a strategic roadmap that progresses from internal use cases to customer-facing onesExperimentationGenerate contentCategorize CasesDraft articlesSummarize CasesRecommend solutions to agentPubli

22、c modelsPretrained modelsPrimarily internal use casesCustom modelsPrimarily external use casesNowSoonFutureService chatbotSuccess chatbotTechnical chatbotGenerate training?Source:Gartner8Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Le

23、aders in 2024Customer journey analyticsCommon challenge for service leadersService organizations struggle to gain a comprehensive understanding of customer needs throughout the full customer journey,hindering their ability to improve the customer experience.Fifty-six percent of service leaders indic

24、ate that they plan to invest in the CJA market in the next 12 to 18 months.Of those who say theyll be investing,a full 45%indicate that they will be investing in this market for the first time.CJA sees high number of new investments,outpaced only by conversational AIPercentage of respondentsConversa

25、tional AI Contact center as a serviceDigital customer serviceCRM customer engagement center Customer journey analytics Knowledge management for customer serviceWorkforce engagement managementVoice of the customerNew InvestmentOngoing Investment69%27%45%50%31%67%29%67%28%70%28%68%26%70%24%72%n=76-154

26、 Q.For each of the markets in which you plan to have investments,will those investments be new or will you be continuing ongoing investments?Source:2024 Gartner Customer Service and Support Priorities Survey Note:Respondents were only asked to specify whether their investment would be new or ongoing

27、 if they had previously indicated that they would have an investment in that market within the next 12-18 months.“Dont know”responses not shown.9Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024Customer journey analyticsCol

28、laborate with people across your enterprise to use CJA to gain a more holistic understanding of what customers need and create a seamless customer journey by:Capturing the customers intent and actions in self-service and other channels Providing clear directions about where they should go next for m

29、ore support Actively guiding the transition between self-service and assisted service and making seamless transitions part of your messaging to customersRecommended actionTool to get started:Break Down Channel Silos for a Better Customer Service Experience5 steps to create horizontal customer experi

30、encesWebChatbotLive chatIVRAgentBuild a cross-functional teamCreate shared priorities and performance metricsImplement shared technologyCreate rep engagementAlign on shared budget12345Source:Gartner10Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Custom

31、er Service Leaders in 2024How Gartner helps customer service leaders adapt and stay aheadAs customer preferences and technology evolves,service and support leaders need to understand how to think about the future.Gartner can help service and support leaders understand what problems self-service will

32、 solve,what impact GenAI will have and what role theyll play in fostering holistic customer journeys.*Bolded resources are available for clients only.How Gartner supports you as a clientDiagnose current stateDevelop your planExecute and drive changeSchedule an inquiry with a Gartner expert to discus

33、s:Diagnostics and benchmarksGuides and toolkitsExpert inquiryExpert researchLive eventsPeer connectionsCase studies and best practicesWebinars and online learning eventsDocument reviewsAssess the current state of your service function against objective,peer-based performance standards using Gartner

34、Customer Service and Support Score.How can I overcome the obstaclesstanding in the way of my organizationsself-service success?What should be my first GenAI use case?How can we secure funding for much-needed technology investments?Deploy The Self-Service Experience Assessment to benchmark your organ

35、izations self-service experience.Learn how to Evolve Self-Service for the Next Generation of Customers.Prepare for AI by Overcoming 3 Pitfalls When Implementing GenAI in Customer Service.Realize the benefits of Customer Journey Analytics and Orchestration.11Gartner for Customer Service Leaders Follo

36、w Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024Explore these additional complimentary resources and tools for customer service&support leaders:Actionable,objective insightAlready a client?Get access to even more resources in your client portal.Log InReportThe 202

37、4 Customer Service Leadership VisionDiscover how to overcome three major challenges and drive customer engagement and growth in 2024 and beyond.Download NoweBookTransform Your Customer Service Experience With Channel AlignmentLearn how to create horizontal customer journeys that will help you improv

38、e your customer service experience.Download eBookToolGartner Customer Service&Support ScoreEvaluate the effectiveness of your customer service and support function using objective,peer-based performance standards.Learn MoreWebinarThe Gartner 2024 Top Strategic Priorities for Customer Service Leaders

39、Gain valuable insights into key challenges and priorities for service and support leaders in the upcoming year.Watch Now12Gartner for Customer Service Leaders Follow Us on LinkedIn Become a Client Top Priorities for Customer Service Leaders in 2024 2024 Gartner,Inc.and/or its affiliates.All rights r

40、eserved.CM_GBS_2686109Connect With UsGet actionable,objective insight that drives smarter decisions and stronger performance on your mission-critical priorities.Contact us to become a client:U.S.:1 855 811 7593 International:+44(0)3330 607 044Become a ClientLearn more about Gartner for Customer Service&Support Leaders connected to the latest insights