ANALYST REPORT
2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas

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“Customer service organizations face 10 dilemmas as they rethink their operations to show resilience to current and new digital business models. Application leaders for customer service must develop a three-year roadmap to deliver high-impact business outcomes and superior experiences.”
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Source: Gartner, 2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas, Brian Manusama, Customer Service and Support Research Team, Magnus Revang, Bern Elliot, Steve Blood, Nadine LeBlanc, Pri Rathnayake, Deborah Alvord, Jim Robinson, Emily Potosky, Sarah Dibble, Jim Davies, January 27, 2021. 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.
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