Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner.
Customer-facing artificial intelligence (AI), big data, customer activism and rising CRM costs are key priorities for customer service and support leaders this year.
However, the survey of 533 customer service leaders also showed a low-preparedness level to address these issues, despite the rising pressures to increase digital capabilities and enhance the digital experience.
“The propagation of digital technologies and growing customer expectations in the service space are driving the need for greater digital capabilities and a more seamless digital experience,” says Gartner advisor Lauren Villeneuve.
“With increasing internal and external expectations, service leaders are on the line for mastering digital. Only then will they be able to truly differentiate their organisation and help drive growth.”
Gartner identified four imperatives that customer service and support leaders must address for delivering digital customer service in 2019:
“Customer service organisations are rapidly adopting digital channels and capabilities,” adds Gartner vice president Pete Slease.
“While this can be an effective means of fulfilling customer needs and expectations, a common mistake is expanding digital offerings without fully considering what aspects of the digital experience are most valuable to customers and service staff. Gaining these insights as soon as possible and then applying them to decision-making is critical to making the most of digital investments and successfully upskilling digital capabilities.”